Help Desk Technician

Position Summary

The Help Desk Technician provides technical support and assistance to end users for hardware, software, network, and enterprise application-related issues. This position is responsible for installing, configuring, troubleshooting, maintaining, and supporting technology systems throughout the organization. The Help Desk Technician serves as a key resource in ensuring the reliable operation of information technology systems while delivering exceptional customer service and support to employees throughout the organization.

Minimum Qualifications:

Education and Experience

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field; or
• Minimum of five (5) years of progressively responsible experience in Information Technology, Help Desk, Desktop Support, or related technical support roles; or
• An equivalent combination of education, technical certifications, and relevant work experience.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, ITIL, or equivalent.
• Experience supporting Microsoft 365, Active Directory, Microsoft Entra ID, and endpoint management solutions.
• Experience with ticketing and IT Service Management (ITSM) systems.
• Experience in a healthcare environment preferred.

Required Knowledge, Skills, and Abilities

Technical Knowledge

• Microsoft Windows desktop operating systems.
• Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, and Excel.
• Active Directory and user account administration.
• Basic understanding of Microsoft Server operating systems.
• Networking concepts include TCP/IP, DNS, DHCP, VPN, and wireless networking.
• Desktop hardware, software, printer, and mobile device support.
• Cybersecurity best practices and endpoint protection solutions.
• Service desk and ticket management systems.

Professional Skills

• Strong customer service orientation with a commitment to user satisfaction.
• Excellent verbal and written communication skills.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Attention to detail and accuracy.
• Effective organizational and time-management skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to work independently and collaboratively within a team environment.
• Strong documentation and knowledge-sharing skills.
• Patience, professionalism, and adaptability when supporting users with varying technical skill levels.

Physical Requirements

• Ability to lift and transport equipment weighing up to 50 pounds.
• Ability to travel between organizational facilities to provide technical support.
• Ability to work at a computer workstation for extended periods.
• Ability to perform equipment installation and maintenance activities in a variety of work environments.