IT Help Desk Technician
Core
First point of contact for end users providing remote and onsite hardware maintenance, software support, and network troubleshooting across corporate offices and field sites.
Role type
IT Help Desk Technician (Tier 1/2)
Builds
IT support services for end users in office and field settings
Domain
IT Support / Managed Services
Required skills
Hardware troubleshooting, software installation, network troubleshooting, ticketing systems, remote support tools, Microsoft 365, Windows, Apple devices, Android devices, security protocols, documentation
Preferred skills
ITIL, ITSM, CompTIA A+, Network+, Security+, MCP, MCSA, MCSE, automation, process improvement
Technologies
Android, ITIL, ITSM, MCP, Microsoft 365, Mobile, Network, Security, Windows, Office 365, Embedded
Responsibilities
Serve as first point of contact via phone, email, and chat; troubleshoot user issues remotely and onsite; manage help desk tickets and document interactions; create knowledge-base articles; meet service targets (80% first-contact resolution, 90% CSAT); resolve Tier 1 incidents and handle Tier 2 incidents; maintain technical documentation and service catalog; support IT projects; monitor security vulnerabilities; identify process improvements; serve as local resource for automation issues.
Seniority
Entry to Mid-level, hands-on IC