Department:
IT Department
Job Title:
Help Desk Technician
Overview:
What You’ll Be Doing as Help Desk Support
Assist users in resolving issues with PCs, desktop applications, antivirus software, smartphones, and printers. Work in a fast-paced environment alongside a dedicated team of IT professionals supporting a 24/7 manufacturing facility.
Job Duties & Responsibilities:
- Provide first-level support for Microsoft Windows desktop environments.
- Troubleshoot and resolve issues related to hardware, software, printers, network connectivity, and user access.
- Install, configure, and maintain desktop computers, laptops, peripherals, and mobile devices.
- Set up user accounts, permissions, and profiles in accordance with company policies.
- Support Microsoft 365 applications, email, and collaboration tools.
- Install, configure, and manage network and local printers.
- Utilize ticketing and remote support tools to respond to user requests efficiently.
- Document all work performed, including troubleshooting steps and resolutions.
- Escalate complex issues to senior IT staff when necessary and follow through to resolution.
- Provide guidance to users on technology best practices and cybersecurity awareness.
- Assist with inventory management, asset tracking, and IT onboarding for new employees.
- Participate in a scheduled on-call rotation to support a 24/7 operation when required.
Key Requirements & Competencies:
- Associate’s or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent work experience.
- Strong understanding of Microsoft Windows desktop environments.
- Familiarity with Active Directory, Microsoft 365 administration, and basic networking concepts (TCP/IP, DNS, DHCP).
- Strong problem-solving abilities and eagerness to grow technically.
- Excellent customer service skills; patient, professional, and solution oriented.
- Ability to work independently and collaboratively within a team.
- Ability to manage multiple tasks in a fast-paced environment.
- CompTIA A+, Network+, or Security+ certifications are valued for the foundational expertise they represent, though they are not required.
Place of Job in the Organizational Structure:
Reports to the IT Manager.
