IT Help Desk Technician

Provide first-level technical support to employees by troubleshooting and resolving hardware, software, network, and system-related issues. The IT Help Desk Technician serves as the initial point of contact for IT-related requests and ensures timely, professional, and customer-focused support to maintain efficient business operations.

Essential Duties and Responsibilities

• Respond to and resolve IT support requests via phone, email, ticketing system, or in person.
• Diagnose and troubleshoot hardware, software, printer, network, and peripheral issues.
• Set up, configure, and maintain computers, mobile devices, user accounts, and related equipment.
• Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Assist with onboarding and offboarding by provisioning and deactivating user access and equipment.
• Document issues, resolutions, and procedures accurately within the IT ticketing system.
• Escalate unresolved or complex issues to higher-level IT support as appropriate.
• Maintain inventory of IT equipment and assist with system updates and routine maintenance.
• Perform data entry and administrative support tasks for the Fleet and Logistics department, including maintaining accurate records, updating systems, and ensuring timely data processing. This responsibility is expected to comprise approximately 25% of the role.
• Follow all company security, data protection, and acceptable-use policies.
• Provide basic end-user training and guidance on IT systems and best practices.
• Assist with such other duties or responsibilities as may be assigned or required to ensure effective and secure IT operations.

Competencies

• Strong customer service and communication skills.
• Ability to troubleshoot technical issues in a logical, methodical manner.
• Basic understanding of computer hardware, operating systems, and network fundamentals.
• Ability to manage multiple tasks and prioritize support requests effectively.
• Proficient in Microsoft Office and Microsoft 365 applications.
• Ability to document technical information clearly and accurately.

Required Education and Experience

• High School diploma or equivalent.
• One year of experience in an IT support or help desk role preferred.

Preferred Education and Experience

• Associate degree or coursework in Information Technology or a related field.
• Experience supporting Windows operating systems and Microsoft 365 environments.
• Familiarity with ticketing systems and basic networking concepts.

Physical Demands

• Ability to sit, stand, and walk for extended periods.
• Ability to lift and move IT equipment weighing up to 50 pounds as needed.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.