Job Summary:
The IT Help Desk Technician is responsible for providing technical support to end-users by addressing hardware, software, and network issues. This role serves as the first point of contact for technical assistance and facilitates the resolution of problems through effective communication and troubleshooting skills.

Key Responsibilities:

• Respond to incoming help desk requests via phone, email, or in-person.
• Diagnose and resolve technical issues related to computers, printers, software applications, and network connectivity.
• Install, configure, and maintain hardware and software as needed.
• Document issues and resolutions in the help desk ticketing system.
• Escalate complex issues to senior IT staff when necessary.
• Provide training and support for new software applications and technologies.
• Maintain an inventory of IT equipment and assist with asset management.
• Collaborate with team members to improve help desk processes and customer satisfaction.
• Stay updated on technological advancements and help communicate changes to users.

Skills:

• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Familiarity with Windows/Linux/Mac operating systems.
• Knowledge of networking concepts and protocols.
• Customer-service oriented with a positive attitude.

Qualifications:

• Associate’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• Previous help desk or technical support experience preferred.

Working Conditions:

• May involve occasional evening or weekend work to complete tasks or assist users.
• Primarily office-based; may include some remote support duties.