IT Help Desk Technician

Overview
Blue Heron is seeking a skilled IT Help Desk Technician to provide day-to-day technical support across the organization and help ensure the reliable operation of company technology systems. This role serves as a key point of contact for end users, troubleshooting issues, maintaining hardware and software, supporting onboarding, and assisting with IT infrastructure and security systems. The ideal candidate is service-oriented, technically strong, and comfortable working in a fast-paced environment. This position requires travel to company properties and participation in a rotating on-call schedule.

Key Responsibilities

• Serve as the first point of contact for IT support requests across the organization. 
• Troubleshoot and resolve hardware, software, printer, mobile device, and basic network issues. 
• Install, configure, maintain, troubleshoot, and decommission end-user devices and other technology systems. 
• Assist with the administration and support of on-premises and cloud-based systems. 
• Support the setup, maintenance, and monitoring of network, security, and related infrastructure systems. 
• Manage and document incidents, service requests, and resolutions through the help desk ticketing system and other support channels. 
• Provide end-user training and guidance on company technology systems, tools, and best practices. 
• Assist with employee onboarding and offboarding, including account provisioning, device setup, and access management. 
• Collaborate with the broader IT team on system upgrades, rollouts, projects, and process improvements. 
• Help maintain accurate inventory, documentation, and standard operating procedures for IT systems and support activities.

• 3+ years of experience in IT support, help desk, or a related technical support role. 
• Working knowledge of Windows and macOS operating systems. 
• Solid understanding of computer hardware, software, networking, and general IT infrastructure. 
• Experience supporting Microsoft 365, cloud-based platforms, and common business applications is preferred. 
• Strong troubleshooting and problem-solving skills with the ability to prioritize and manage multiple tasks. 
• Excellent communication, customer service, and interpersonal skills. 
• Ability to travel to company properties as needed. 
• Ability to participate in a rotating on-call support schedule. 
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus. 

Preferred Traits

• Highly organized and detail-oriented. 
• Able to work independently while collaborating effectively with a team. 
• Committed to providing excellent service and creating a positive support experience for end users. 
• Adaptable and eager to learn new technologies.