IT Help Desk Technician

Description

The IT Help Desk Technician provides technical assistance and end-user support across hardware, software, and systems. Responsibilities include diagnosing and resolving issues, configuring and deploying equipment, administering user accounts, supporting new system rollouts, and handling escalations through resolution. The role requires the ability to prioritize and manage support tickets, perform basic root-cause analysis, document solutions, and coordinate with vendors or internal teams as needed.

Key Responsibilities

• Install, maintain, and troubleshoot computer hardware and software; apply updates and security patches.
• Image, configure, and deploy endpoints and peripherals; support device lifecycle activities (moves/adds/changes and refreshes).
• Administer user accounts and access (e.g., onboarding/offboarding, password resets, group memberships).
• Support approved security controls (e.g., MFA setup, endpoint protection) and follow IT policies for access and data handling.
• Provide Tier 1 and Tier 2 level support as part of the IT Help Desk team, including ticket intake, triage, troubleshooting, and resolution.
• Own escalated issues through resolution, including troubleshooting, coordinating with other teams/vendors, and providing timely status updates.
• Troubleshoot network connectivity issues (wired, wireless, and VPN), escalating and partnering with network resources as needed.
• Document troubleshooting steps and resolutions; contribute to knowledge base articles and standard operating procedures.
• Train and support users on approved hardware and software, as needed.
• Support conference room and Audio/Visual systems, including setup and basic troubleshooting.
  
  

Requirements

Required Skills & Abilities:

• Strong interpersonal, written, and verbal communication skills with the ability to work closely with all members of the organization.
• Strong organizational skills with the ability to manage multiple priorities, deadlines and stakeholders.
• Proven problem-solving and decision-making skills.
• Professional judgement, initiative, and ability to operate with minimal supervision while maintaining accountability.
• Ability to remain calm and effective in emergency situations
  
  

Education & Experience

• Associate degree in Information Technology, Network Administration or equivalent experience and/or certifications (e.g., CompTIA A+, Network+, Security+, etc.).
• Working knowledge of Microsoft Windows and Microsoft 365 (Office) applications.
• Experience with IT service management/ticketing tools (e.g., incident, request, and asset tracking.
• Experience deploying and supporting endpoints and peripherals (imaging, configuration, and troubleshooting.
• Ability to diagnose and resolve network-related issues.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, and Wi-Fi).
• Ability to diagnose and resolve printing and scanning issues.
• Ability to support wireless and mobile devices/technology.
• Proficiency in Active Directory administration, including creating, modifying, disabling, and maintaining user accounts, security groups, distribution groups, permissions, and basic account troubleshooting.
• Skilled in troubleshooting and resolving end-user technical issues using remote support tools.
  
  

Equal Employment Opportunity and Accommodation Statement

We are an Equal Opportunity Employer and do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. We are committed to providing an inclusive and accessible workplace. If you require a reasonable accommodation to complete the application or interview process, please notify Human Resources at 407-956-6425 so appropriate arrangements can be made.

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