Help Desk Technician

This position is for:

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Job Summary: The Help Desk Technician is an entry level position, responsible for providing technical assistance and support to internal users experiencing issues with computer hardware, software, or other technology-related matters. This role requires strong communication skills, technical proficiency, and a customer-focused approach to problem-solving.

Key Responsibilities:

• Provide first-level technical support to internal users via phone, email, or in person.
• Diagnose and resolve hardware, software, and network issues in a timely manner.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Document all support interactions, including details of issues and solutions provided, in the help desk ticketing system.
• Escalate complex technical issues to appropriate teams or senior technicians as needed.
• Assist with the setup and deployment of new hardware and software for users.
• Utilize the IT knowledgebase and suggest changes or updates.
• Collaborate with other IT teams to ensure seamless operation of technology systems and services.
• Provide training and guidance to end-users on basic technology usage and best practices.
• Stay updated on emerging technologies and trends in the IT industry to continuously improve technical skills and knowledge.
• Participate in on-call rotation and after-hours support as needed to address critical issues and minimize service disruptions.
• Flexibility to complete administrative duties when needed, including but not limited to receiving packages.
• Ability to lift, carry, and move equipment as needed throughout the day. Including equipment up to 40 lbs.

Relevant Experience:

• Familiarity with operating systems such as Windows 10 & 11, OS X, Android, etc.
• Foundational customer service skills
• Familiarity with Microsoft Office 365, Adobe, Web browsers, and other commonly used applications.
• Experience with remote assistance tools
• Proficiency in hardware and software troubleshooting, computer imaging and system setup
• Basic network troubleshooting
   

Soft Skills:

• Teamwork and collaboration amongst the Help Desk team and other IT teams.
• Excellent communication skills in-person and over the phone
• Willingness to participate and contribute to meetings
• Good documentation skills.
• Time management skills.
• Critical thinking and problem-solving abilities.
• Ability to brainstorm with the team to increase effectiveness and plan projects and deployments.
• Willingness to learn and adapt to new technologies, processes, and procedures in a fast-paced environment.
• Ability to pay close attention to detail when analyzing technical issues and following standardized procedures for problem resolution.

Certifications & Education:

• High school diploma or equivalent required

Preferred qualifications:

• CompTIA ITF or A+
• Google IT Support Professional
• IT related internships or relevant experience
• Associate degree or equivalent in information technology

Location:

• Chandler, AZ

Salary: $21.00 per hour

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