help desk technician

Job Summary
Join our dynamic IT support team as a Help Desk Technician, where your technical expertise and customer service skills will drive seamless technology experiences for users across our organization. In this role, you will be the first point of contact for resolving a wide range of hardware, software, and network issues, ensuring minimal downtime and maximum productivity. Your proactive approach and problem-solving abilities will empower staff to work efficiently with reliable technology support. This paid position offers an exciting opportunity to develop your IT skills in a fast-paced environment committed to innovation and excellence.

Duties

• Provide prompt and professional technical support to end-users via phone, email, or remote assistance tools.
• Troubleshoot and resolve software issues related to operating systems (Windows, macOS, Linux), applications (Microsoft Office), and specialized software.
• Manage computer hardware including desktops, laptops, mobile devices, printers, and peripherals to ensure optimal performance.
• Assist with computer management tasks such as software installations, updates, and configurations using tools like SCCM and GPO.
• Support network administration activities including troubleshooting LAN/WAN connectivity, DNS configurations, TCP/IP settings, VPN access, firewall management, and Cisco Meraki devices.
• Maintain user accounts and permissions within Active Directory and manage access through tools like BMC Remedy, ServiceNow, Jira, and Help Desk ticketing systems.
• Support IT infrastructure components including Windows Server environments, Linux servers, DNS services, and network security measures such as firewalls and VPNs.
• Collaborate with team members on projects involving network administration or system upgrades while documenting issues and resolutions thoroughly.
• Assist in troubleshooting mobile devices and ensure compatibility with corporate systems.
• Communicate clearly with users to explain technical solutions in an understandable manner while maintaining excellent customer service standards.

Experience

• Proven experience providing technical support in a help desk or desktop support environment.
• Strong knowledge of operating systems including Windows (Windows 10/11), macOS, and Linux distributions.
• Familiarity with computer networking concepts such as LAN/WAN, TCP/IP protocols, DNS management, VPNs, firewalls (including Meraki), and network security best practices.
• Hands-on experience managing computer hardware components and peripherals.
• Proficiency with remote support tools like SCCM or similar software for deploying updates and managing devices remotely.
• Experience working with Active Directory for user account management and permissions control.
• Ability to analyze issues quickly using strong problem-solving skills while maintaining a positive attitude under pressure.
• Excellent communication skills to effectively assist users at all levels of technical proficiency. Join us as a Help Desk Technician to be at the forefront of supporting innovative technology solutions! Your dedication will ensure our teams stay connected, secure, and productive every day—making a real impact through your technical expertise!

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: Remote