About the position
We are looking for a skilled and customer-focused IT Support Help Desk Technician to join our IT team. The ideal candidate will be responsible for providing comprehensive support to end-users, troubleshooting and resolving technical issues, and maintaining a high level of service excellence. If you are passionate about technology, enjoy problem-solving, and have a knack for delivering top-notch customer service, we want to hear from you.
Responsibilities
• Provide first-level support for hardware, software, and network-related issues.
• Assist end-users with troubleshooting and resolving technical problems efficiently.
• Receive, log, and manage support requests using the IT service management system.
• Ensure issues are tracked, prioritized, and resolved in a timely manner.
• Perform routine maintenance tasks such as system updates, backups, and security patches.
• Monitor system performance and address any issues proactively.
• Assist with the setup, configuration, and maintenance of computers, printers, and other IT equipment.
• Provide guidance and training to end-users on best practices and new technologies.
• Maintain detailed records of support requests, solutions provided, and any changes made to IT systems.
• Create and update knowledge base articles and user guides.
• Work closely with other IT team members to resolve complex issues, implement IT solutions, and contribute to ongoing improvements in support processes.
• Deliver exceptional customer service by addressing end-user concerns with empathy and professionalism.
• Communicate effectively to ensure users are informed and satisfied with support provided.
• Identify recurring issues and work on long-term solutions to prevent future occurrences.
• Escalate more complex problems to higher-level IT staff as necessary.
• Ensure that all IT support activities comply with company policies, procedures, and security standards.
Requirements
• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• 2+ years of experience in an IT support or help desk role.
• Proficient in diagnosing and resolving issues with operating systems (Windows, macOS), software applications, and hardware.
• Familiarity with network troubleshooting and support.
• Strong analytical and problem-solving skills with the ability to handle complex technical issues effectively.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts in a clear and understandable manner.
• Demonstrated experience in providing high-quality customer service with a focus on user satisfaction.
• Ability to manage multiple tasks and priorities in a fast-paced environment while maintaining attention to detail.
Nice-to-haves
• IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar are preferred.
Benefits
• Hefty discount on items we carry – as in 50% or more off retail prices
• Free weekly lunches
• Company parties