IT Help Desk Technician

Overview

Sierra Lobo offers a full range of professional and technical capabilities, including Test and Evaluation, Systems Engineering, and Advanced Technologies. In our Corporate Technology Development and Engineering Center (TDEC) in Milan, Ohio, we develop products and processes related to Cryogenic Fluid and Thermal Management Systems, Densified Propellant Management Systems, and Prototype Extreme Pressure and Temperature Systems. Our customers rely on Sierra Lobo’s expertise in managing large government contracts combined with in‑house core competencies in research and engineering, providing access to specialty skills and a proven management framework that delivers excellent results.

This position will be located in Milan, OH.

Position Summary

The Help Desk Technician is a full‑time position that provides assessment and resolution of incidents across the company’s computing environment. The technician must work at a fast pace while delivering high‑quality troubleshooting and technical assistance to ensure satisfactory resolutions. The role ensures proper computer operation so employees can accomplish business tasks, including receiving, assessing, prioritizing, documenting, and actively resolving employee requests and issues.

Duties and Responsibilities

• Demonstrate working knowledge of current technology to support various applications.
• Possess knowledge of both inbound and outbound help desk processes.
• Show patient service skills, understand employee issues, provide troubleshooting, resolve problems, and give proper follow‑up and status updates.
• Stay organized while performing multiple tasks with various priorities.
• Serve as the first point of contact for all computer hardware, software, and telecommunications incidents and requests.
• Perform computer hardware configuration and upgrades, software installation and upgrades, and basic network support.
• Identify and escalates issues requiring urgent or immediate attention.
• Analyze complex hardware and software problems to determine the most appropriate solution.
• Perform and document technical troubleshooting.
• Collaborate with other team members to resolve incidents and technical issues.
• Provide technical training to other employees.
• Communicate effectively with both technical and non‑technical employees.
• Be a self‑motivated achiever who gains satisfaction from providing excellent customer service.

Required Skills

• Proficient in the following
• Windows 11 Professional
• Office 365
• Microsoft Teams
• Mobile device troubleshooting
• Active Directory
• Familiar with the following
• Wired and wireless networking
• SharePoint
• Printer troubleshooting
• Remote desktop and VPN
• 0‑2 years of help desk experience in a professional environment.
• Industry certifications preferred.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Must be a U.S. citizen.