IT Helpdesk Technician

Job Title: Entry level IT Helpdesk Technician 

Department: Information Technology
Reports To: Director of IT 

Location: 470 Olde Worthington Rd. Westerville, Ohio 43082
Job Type: Full-Time 

Job Overview: 

We are seeking a reliable, motivated, and technically skilled Entry Level Helpdesk Technician to join our dynamic IT team. The ideal candidate will provide first-line support to end users, troubleshoot and resolve technical issues, assist with hardware/software deployment, and maintain critical IT infrastructure. This role is crucial to ensuring daily operations run smoothly, contributing to both on-site and remote IT support needs across our organization. 

Key Responsibilities: 

• Respond to and resolve technical support tickets via phone, email, and in-person. 
• Diagnose and troubleshoot end-user issues involving: 
• User accounts and access 
• Print services and printer configuration 
• Asset inventory management 
• Support for desktops, thin clients, laptops, tablets, phones, and hotspots 
• Use physical and logical diagnostic tools to resolve network and hardware/software issues. 
• Assist with the setup and deployment of technology solutions for new Ardent site launches. 
• Assist with site teardowns and equipment removal once Ardent site sales are complete. 
• Maintain a structured and documented scrapping process for decommissioned technology assets, ensuring Director of IT approval. 
• Work independently to complete special IT projects; take ownership of assigned helpdesk initiatives. 
• Maintain accurate documentation of procedures, ticket resolutions, and equipment tracking systems. 
• Collaborate with other technical teams to troubleshoot and resolve large scale issues. 
• Handle special requests and participate in unique technology projects as directed. 
• Manage inventory and accountable property within the IT storage room, ensuring accuracy and accessibility. 
• Test and evaluate new hardware and software before company-wide deployment. 
• Oversee and manage daily ticketing queue operations—create, route, and resolve helpdesk tickets efficiently. 
• Uphold high standards in customer service, ensuring a positive and supportive user experience. 
• Adhere to documentation best practices and departmental standards. 

Qualifications: 

• 1–2 years of relevant experience in a technical support or helpdesk role. 
• Strong understanding of Windows operating systems, Office 365, and common network troubleshooting tools. 
• Knowledge of desktop imaging solutions (e.g., Intune). 
• Familiarity with IT asset management systems and ticketing platforms (e.g., Freshdesk, AssetTiger). 
• Excellent problem-solving, communication, and interpersonal skills. 
• Ability to work independently and as part of a team. 
• Strong organizational skills with attention to detail and documentation. 
• Willingness to travel occasionally for site support, as needed.