Help Desk Technician

Position Title: Help Desk Technician Reports To: CISO FLSA Status: Non-Exempt Position Summary:

The Help Desk Technician will be the first point of contact for all IT-related requests within the firm. This role involves troubleshooting, problem-solving, and providing technical support to ensure the smooth functioning of our IT infrastructure. The successful candidate will assist with hardware and software issues, manage user accounts, and contribute to IT projects as needed. This position does not have the option of working remotely.

• Provide first-level contact and convey resolutions to user issues.
• Properly escalated unresolved tickets to other members of the IT team.
• Clearly communicate the issue when escalating requests.
• Track, route, and redirect problems to correct resources.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills.
• Ensure timely and proper recording, documentation, and closure of tickets.
• Preserve and grow knowledge of help desk procedures, products, and services.

• Proven working experience in providing help desk support, including three (3) years of help desk experience.
• Proficiency in Windows workstation administrative tasks and environments.
• Extensive experience with Microsoft 365/Microsoft Office applications.
• Working knowledge of help desk software, VPNs, and remote control.
• Must be able to work independently, including working alone in an office setting while resolving customer issues efficiently.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Will perform all duties and responsibilities of this position with or without reasonable accommodation.

Schedule is 8:00 a.m.

- 5:00 p.m. Monday through Friday and hours may vary.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential duties, responsibilities, or requirements.