Help Desk Technician

Job title

Helpdesk Technician

Reports to

IT Manager

Job Purpose

The Helpdesk Technician provides first-line IT support, diagnosing and resolving technical issues for users with computer hardware, software, and network problems through phone, email, or in-person interactions. Key responsibilities include managing support tickets, documenting issues, escalating complex problems to higher-level technicians, and educating users to ensure smooth and seamless use of technology.

Duties and Responsibilities as a Helpdesk Technician

- Provide first-line technical support to end-users via phone, email, and remote desktop tools.

- Troubleshoot and resolve hardware and software issues on Windows-based devices.

- Help support Azure cloud services, including user accounts and security settings.

- Diagnose and repair hardware malfunctions, including PCs, laptops, printers, and peripherals.

- Maintain accurate records of support interactions and solutions provided.

- Collaborate with other IT staff to implement new technologies and updates.

- Ensure timely follow-up on outstanding issues and escalate complex problems to senior technicians or manage service providers.

- Educate end-users on best practices and preventive measures to reduce technical issues.

- Participate in team meetings and contribute to the continuous improvement of support services.

Teamwork:

Daily communication with the IT Manager to be sure objectives are met.

Support and comply with company policies and procedures as applicable.

Demonstrate a positive and supportive attitude.

Qualifications and Skills as a Helpdesk Technician

- High school diploma or equivalent with experience; Minimum of an associate's degree in information technology or related field preferred.

- Proficiency in Windows operating systems and Microsoft Office applications.

- Previous experience in a corporate helpdesk environment.

- Experience with Azure cloud services and managing user accounts.

- Strong hardware troubleshooting skills for PCs, laptops, printers, and peripherals.

- Exceptional customer service skills, with a focus on effective communication and problem-solving.

- Ability to work independently and collaboratively in a team environment.

- Strong organizational skills and attention to detail.

- Certifications such as CompTIA A+, Microsoft Certified: Azure Fundamentals, or similar are a plus.

Working Conditions

- Standard Manufacturing Plant Working Conditions

- 10-15% of time spent on the shop floor

Physical Requirements

- The employee is regularly required to talk and hear

- Frequently required to stand and walk

- May be required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds

Direct Reports

- None

Job Types: Full-time, Permanent

Pay: $23.00 - $29.00 per hour

Benefits:

- 401(k)

- 401(k) matching

- Dental insurance

- Flexible spending account

- Health insurance

- Health savings account

- Life insurance

- Paid time off

- Vision insurance

Work Location: In person