IT Help Desk Technician

• Serve as the first point of contact for all incoming IT support requests via phone, email, and ticketing systems
• Diagnose and resolve hardware, software, and network issues for Windows and/or Mac environments
• Install, configure, and maintain workstations, laptops, printers, peripherals, and mobile devices
• Assist with user account management including password resets, access requests, and basic Active Directory/O365 administration
• Document all issues, troubleshooting steps, and resolutions accurately in the ticketing system
• Escalate more complex issues to senior IT staff as needed
• Provide exceptional customer service and clear communication to end users
• Support onboarding and offboarding processes (device setup, account provisioning, equipment retrieval)
• Help maintain inventory of IT equipment and software licenses
• Follow IT policies, security guidelines, and best practices

• 1–3 years of Help Desk or Technical Support experience (internships or school experience accepted for junior roles)
• Familiarity with Windows 10/11, Microsoft 365, and common business applications
• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP)
• Experience with ticketing systems (Jira, Zendesk, ServiceNow, etc.) preferred
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Ability to stay organized, prioritize tasks, and work independently or in a team environment
• CompTIA A+, Network+, or similar certifications are a plus

CompTIA A+, Network+, or similar certifications

• Medical, vision, dental, and life and disability insurance
• Enrollment in company 401(k) plan
• Free online training