IT Help Desk

The IT Help Desk position is responsible for providing technical assistance and support for computer systems, hardware, software, networking, and related technology used throughout the facility. This position serves as a frontline resource for employees experiencing technical issues and is responsible for identifying, troubleshooting, documenting, and resolving problems in a timely and professional manner.

The IT Help Desk works closely with end users and other IT resources to maintain reliable computer systems, minimize disruptions to operations, and provide a high level of customer service and technical support.

• Provide technical assistance and support for incoming requests and issues related to computer systems, hardware, software, applications, and peripheral equipment.
• Respond to technical support requests in person, by phone, email, remote support tools, or other approved communication methods.
• Ask appropriate questions and gather information from users to identify and determine the nature of technical problems.
• Diagnose and troubleshoot hardware, software, system, and connectivity issues and implement appropriate solutions.
• Guide users through step-by-step troubleshooting and problem-solving processes.
• Troubleshoot basic Local Area Network (LAN), Wide Area Network (WAN), connectivity, and other network-related issues.
• Install, configure, modify, maintain, and repair computer hardware, software, and peripheral equipment.
• Support Microsoft Office 365, Active Directory, remote-access tools, and other company-supported applications and systems.
• Perform routine computer maintenance, system cleanup, updates, and other activities necessary to maintain system performance.
• Run diagnostic programs, reports, and other troubleshooting tools to identify system malfunctions and recurring technical issues.
• Track, document, route, escalated, and redirect technical issues to the appropriate IT resources when necessary.
• Maintain accurate records of service requests, troubleshooting activities, solutions, and issue resolution.
• Follow up with users to confirm problems have been resolved and provide feedback regarding the status of support requests.
• Maintain daily performance and availability of assigned computer systems and equipment.
• Provide excellent customer service while communicating technical information clearly to users with varying levels of technical knowledge.
• Ensure proper recording, documentation, escalation, and closure of help desk requests.
• Identify recurring technical issues and recommend improvements to procedures, processes, systems, or support practices.
• Maintain current knowledge of help desk procedures, company systems, hardware, software, products, and services.
• Provide basic training and technical guidance to computer users as needed.
• Develop, maintain, and update user guides, training manuals, technical documentation, and troubleshooting instructions.
• Follow established IT security policies, procedures, and standards when accessing, maintaining, or troubleshooting company systems.
• Perform other duties of equal or lesser complexity as assigned or directed by management.
• Maintain high standards of performance, accountability, professionalism, and customer service.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred; an equivalent combination of education, technical training, certifications, and relevant work experience may be considered.
• Minimum of 1–3 years of related IT help desk, desktop support, technical support, or similar experience preferred.
• Previous experience providing technical support in a professional or manufacturing environment is preferred.

• Working knowledge of Microsoft Office 365, Active Directory, computer hardware, operating systems, and common business software.
• Basic knowledge of LAN, WAN, networking concepts, and connectivity troubleshooting.
• Experience using remote-access and remote-control software to troubleshoot user issues.
• Strong computer hardware and software troubleshooting skills.
• Ability to diagnose technical issues and determine appropriate solutions or…