Help Desk Technician

Job Summary

We are seeking a skilled and customer-oriented Help Desk Technician to provide technical support for a company operating 100-120 work stations. This role is responsible for troubleshooting, diagnosing, and resolving hardware and software issues while providing excellent customer service to employees. The ideal candidate will have a strong understanding of computer systems, networks, and software applications, along with the ability to manage multiple tasks in a fast-paced environment.

Key Responsibilities

Technical Support

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or in person.


• Diagnose and troubleshoot issues related to hardware, software, peripherals, and network connectivity.


• Install, configure, and maintain computer hardware, software, and related peripherals.


• Assist in resolving printer, scanner, and other office equipment issues.

System Maintenance

• Monitor and maintain the performance of workstations to ensure optimal operation.


• Conduct regular software updates and security patches on all devices.


• Manage user accounts, permissions, and access to systems within Active Directory or similar platforms.


• Assist in implementing and maintaining company IT policies and security protocols.

Documentation & Reporting

• Maintain accurate records of support requests and resolutions using a ticketing system.


• Create and update technical documentation for common issues and solutions.


• Report recurring technical issues to the IT Manager and recommend solutions.

Collaboration & Communication

• Provide guidance and training to employees on IT systems and best practices.


• Collaborate with the IT Manager and other team members to improve IT processes and systems.


• Support onboarding of new employees by setting up workstations, accounts, and access.

Qualifications

Education & Certifications:

• High school diploma or equivalent (required).


• Associate or bachelor’s degree in information technology or a related field (preferred).


• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications (preferred).

Experience:

• Minimum of 2 years of experience in a help desk or technical support role.


• Hands-on experience with troubleshooting Windows and macOS operating systems.


• Knowledge of networking concepts such as TCP/IP, DNS, and DHCP.


• Experience with Active Directory, Office 365, and common enterprise software applications.

Skills:

• Strong problem-solving and analytical skills.


• Excellent verbal and written communication skills with a focus on customer service.


• Ability to prioritize and manage multiple tasks simultaneously.


• Familiarity with remote support tools and ticketing systems.

Bonus Skills (not required):

• Updating company social media pages.


• Web-design


• Search Engine Optimization (SEO) skills.


• CPU hardware replacement


• Server knowledge

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.


• Must be able to lift 50 pounds at times.

Travel Requirements:

• This position will / may have travel requirements between Temecula, Hemet, and Paso Robles, CA. 
  

Benefits:        

• 401(k)


• Medical Insurance


• Dental Insurance


• Vision Insurance


• Life Insurance


• Paid Time off 


• Holiday pay


• Aflac Insurance

AAP/EEO Statement

EOE/AA - M/F/Vet/Disability

Compensation: DOE $39,520 to $50,000 Annually - Depending on Experience. 

Location: This is not a remote position. This is an in person, in office job. 

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.