IT Helpdesk Technician (Information Technology)
The IT Helpdesk Technician is responsible for providing technical assistance and troubleshooting for hardware, software, and network issues to ensure smooth operation of computer systems and technology for end users.
Duties/Responsibilities:
- Act as the initial point of contact for end-user technical support via phone, email, or ticketing system
- Perform remote troubleshooting using diagnostic tools and targeted questions
- Analyze user issues and determine appropriate solutions or escalate when necessary
- Guide users through step-by-step problem-solving processes
- Set up and image systems for new hires
- Administer and support Microsoft Office 365
- Escalate unresolved issues to higher-tier support personnel
- Provide accurate information regarding IT products and services
- Document all support interactions in ticketing logs
- Communicate regularly with users on ticket status and resolution
- Collect user feedback and relay to appropriate teams for process improvement
- Recommend enhancements to current IT support procedures
- Perform other duties as assigned
Required Skills/Abilities/Experience:
- Minimum of 5 years of relevant technical support experience preferred
- Professional communication skills
- Self-motivated, self-managing individual
- Customer-first approach to problem solving, communication and teamwork
- Track record of delivering excellent customer service to diverse user groups
- Experience in a Microsoft network environment
- Experience with FreshService or equivalent ITSM tools
- Construction experience not required but preferred
Physical Requirements and Work Environment:
- Functions essential to this position include but are not limited to standing, sitting, stooping, bending, walking and lifting heavy objects (50 pounds) during the course of the workday
- Primarily office-based with occasional travel to construction sites
Other duties, responsibilities, required skills/abilities, and physical requirements may be added, changed, or removed by immediate supervisor.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
IT
