IT Help Desk Technician Job

Key Responsibilities:
• Serve as the first point of contact for internal users via phone, email, chat, and ServiceNow.
• Log, assign, and track support tickets using Service Management tools, providing detailed issue descriptions, resolutions, and guidance.
• Troubleshoot and resolve hardware issues (workstations, printers, mobile devices, servers).
• Troubleshoot software and system access issues (Microsoft Office, Business Systems, on-premises and cloud applications).
• Utilize diagnostic tools (manual and automated) to identify root causes of technical issues.
• Document common problems and solutions to expand the self-service knowledge base (Tier 0).
• Escalate complex incidents to Tier 3 support when necessary.
• Coordinate on-site support when remote troubleshooting is not sufficient.
• Maintain working knowledge of current and legacy PC hardware, peripherals, and software.
• Participate in incident, problem, request, and change management processes.
• Follow standard procedures for hardware and software deployment and maintenance.
• Execute corrective actions in line with recovery protocols or technician instructions.
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Required Qualifications:
• High School Diploma or equivalent (Associate’s or Bachelor's in IT-related field preferred).
• Minimum of 3 years’ experience in an IT customer service or help desk support role.
• Strong technical troubleshooting and diagnostic skills (hardware/software/peripherals).
• Experience with:
o Microsoft Windows OS (7/10)
o Microsoft Office 365 suite
o Mobile OS support (iOS, Android)
o MacOS troubleshooting
o Imaging & deployment tools (SCCM, MDT, USMT)
o Networking fundamentals
• Professional verbal and written communication skills.
• Strong technical writing and documentation abilities.
• Highly organized, with strong time management and multitasking skills.
• Must be able to lift and move computer equipment as needed.
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Preferred Certifications:
• CompTIA A+, Network+, Server+
• ITIL Foundations
• HDI Customer Help Desk Analyst
• Microsoft Office Specialist, MCP, MCSA, MCSE, MCDST
• MTA or related Microsoft certifications
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Tools & Technologies:
• ServiceNow or similar ticketing systems
• SCCM, MDT, USMT
• Microsoft Office Suite
• Remote access tools and diagnostic utilities

• Our specialties in staffing and recruiting include the following: Infrastructure Consulting, Engineering Consulting, IT Consulting, Health care & Life Sciences Consulting, Government Consulting and Corporate Recruitment.