IT Support

We are seeking a customer-focused IT Support Help Desk Technician to provide first-level technical support for end users across the organization. This role serves as the primary point of contact for troubleshooting hardware, software, mobile device, and basic business application issues while ensuring timely resolution and excellent customer service. The ideal candidate has strong communication skills, a technical aptitude, and a passion for helping users solve technology challenges. This position offers the opportunity to work closely with IT team members and gain exposure to a broad range of systems and technologies. [IT Support Help Desk | PDF]

Key Responsibilities

• Provide Tier 1 technical support for hardware, software, mobile devices, and business application issues.
• Diagnose and troubleshoot common technical problems, escalating issues when necessary.
• Log, track, and update support requests within the organization's ticketing system.
• Communicate ticket status and resolution updates to end users.
• Assist with user account support and general technology requests.
• Create, update, and maintain electronic forms, templates, and support documentation.
• Generate reports related to open support tickets and service requests.
• Collaborate with IT team members to resolve technical issues and support ongoing initiatives.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Perform additional technology support duties as assigned.

Qualifications

Required

• Associate degree in Computer Science, Information Technology, or a related field; equivalent technical training or certifications may be considered.
• Basic knowledge of computer hardware, operating systems, and software applications.
• Experience using or supporting Microsoft Office applications.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.

Preferred

• Experience working with ticketing systems or help desk software.
• Exposure to ERP systems or business applications.
• Familiarity with Microsoft Project, Visio, Adobe Acrobat, or similar tools.
• Customer service or technical support experience in a professional environment.