IT, Help Desk Technician

Job Title: IT Help Desk Technician 

IT Help Desk Technician Job Summary:
The IT Help Desk Technician is responsible for providing technical support and assistance to end users. This role serves as the first point of contact for troubleshooting hardware, software, and network-related issues, ensuring timely resolution and a high level of customer satisfaction. 

IT Help Desk Technician Key Responsibilities: 

• Respond to help desk tickets, phone calls, and emails in a timely and professional manner 
• Diagnose and troubleshoot hardware, software, and network issues 
• Install, configure, and maintain desktops, laptops, printers, and other IT equipment 
• Provide support for operating systems, applications, and basic network connectivity 
• Document issues, resolutions, and processes in the ticketing system 
• Escalate complex problems to higher-level IT staff as needed 
• Assist with onboarding/offboarding by setting up or disabling user accounts and equipment 
• Maintain inventory of IT assets and equipment 
• Follow IT policies, procedures, and security protocols 
• Travel to other branches (Fort Myers area and Bonita Springs area)

IT Help Desk Technician Qualifications: 

• Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience) 
• 1–3 years of experience in a help desk or technical support role 
• Basic knowledge of Windows and/or macOS operating systems 
• Familiarity with Microsoft 365, Active Directory, and ticketing systems 
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP) 

IT Help Desk Technician Skills & Competencies: 

• Strong problem-solving and troubleshooting skills 
• Excellent communication and customer service skills 
• Ability to explain technical concepts to non-technical users 
• Strong organizational and time management abilities 
• Ability to work independently and as part of a team 

IT Help Desk Technician Working Conditions: 

• Primarily office-based with occasional physical tasks (lifting equipment up to ~25 lbs.) 
• Monday through Friday and may require occasional after-hours or on-call support 

IT Help Desk Technician Compensation and Benefits:

• $45,000.00/year(experience-based)
• 100% employer-paid medical insurance
• Paid time off
• Dental, vision & life insurance
• 401(k) with company match
• Referral bonuses & employee discounts