Help Desk and PC Support Technician

Position Overview

We are looking for a motivated and customer-focused Help Desk and PC System Support Technician to join our IT team. This entry-level role is ideal for candidates with a passion for technology, troubleshooting, and providing excellent user support. The successful candidate will assist end-users with IT issues, maintain computer systems, and ensure smooth day-to-day operations of company devices and applications.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network issues via phone, email, or in person.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and other peripherals.
• Install, configure, and update Windows and macOS operating systems, as well as company-approved software applications.
• Assist with setting up new user accounts, email configurations, and access permissions in Active Directory and other systems.
• Support network connectivity, including Wi-Fi, VPN, and basic troubleshooting of routers and switches.
• Document and track support tickets, resolutions, and common troubleshooting steps using a ticketing system.
• Perform routine maintenance, updates, and security patches for IT systems.
• Assist in IT asset management, including inventory tracking of computers and accessories.
• Provide guidance and training to end-users on best IT practices and security awareness.
• Escalate unresolved issues to senior IT staff or external vendors as needed.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Experience with ticketing systems like Atera, ServiceNow, Zendesk, or Jira.
• Basic knowledge of Windows and macOS operating systems.
• Understanding of Microsoft Office 365 applications and troubleshooting.
• Familiarity with Active Directory, user account management, and password resets.
• Strong problem-solving skills and ability to diagnose technical issues.
• Good communication skills with the ability to explain technical concepts to non-technical users.
• Willingness to learn and adapt in a fast-paced IT environment.

Preferred Qualifications

• CompTIA A+, ITIL, or other relevant IT certifications.
• Experience with ticketing systems like ServiceNow, Zendesk, or Jira.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Previous experience in a help desk or IT support role (internship or part-time acceptable).

Benefits & Perks

• Competitive salary and benefits package
• Opportunities for training and career growth
• A collaborative and supportive team environment
• Hands-on experience with various IT technologies and systems