Help Desk Support Technician

Description

Position Summary:

We're looking for a motivated and customer-focused Help Desk Support Technician to join our team. In this role, you'll be the first point of contact for employees experiencing technical issues, providing timely and effective support to keep our operations running smoothly. The ideal candidate has strong problem-solving skills, a patient and friendly demeanor, and a solid understanding of common hardware and software.

Pay Range: $23.08 - $30.00 per hour

Requirements

Key Responsibilities

• Provide first-level technical support for all hardware and software issues via phone, email, chat, or in-person.
• Diagnose and resolve common problems, including password resets, software installations, and peripheral device troubleshooting.
• Log all support requests and issues accurately in our ticketing system, tracking them from the initial report to final resolution.
• Escalate more complex or unresolved issues to the appropriate IT team members (e.g., Systems Administrator or IT Manager).
• Follow up with end-users to ensure their issues have been fully resolved and they are satisfied with the solution.
• Assist with the setup and configuration of new hardware and software for employees.
• Other tasks as assigned.
  
  

Qualifications

• Education: A high school diploma or equivalent is required. An Associate's degree in Computer Science, Information Technology, or a related field is a plus.
• Experience: Proven experience in a help desk, technical support, or a customer service role, preferably in an IT environment.
• Technical Skills:
• Strong knowledge of Windows operating systems.
• Familiarity with Microsoft Office Suite (Word, Excel, Outlook) or similar productivity software.
• Basic understanding of network concepts (e.g., TCP/IP, DNS, VPN).
• Experience with ticketing systems like ServiceNow, Jira Service Management, or Zendesk.
• Soft Skills:
• Excellent verbal and written communication skills.
• Exceptional customer service and interpersonal skills.
• Ability to translate “Tech Talk” into everyday language.
• Strong analytical and problem-solving abilities.
• Patience, empathy, and a positive attitude.
• Ability to work both independently and as part of a team.
  

Physical Requirements

• Sitting up to 8 hours per day.
• Standing up to 4 hours per day.
• Infrequent bending, stooping, twisting, reaching, turning and squatting.
• Infrequent pushing up to 40 lbs. and carrying 100 feet.
• Infrequent pulling up to 40 lbs. and carrying 100 feet.
• Infrequent lifting from the floor to overhead, or floor to waist.
• Infrequent overhead reaching, often up to 10 lbs.
• The small motor and hand skills necessary to perform writing tasks and working with keyboard.
• Normal or corrected near and far vision, in addition to non-inhibiting color vision. May read up to 4 hours of the day.
• Normal or corrected hearing.
  
  

Work Environment

Primarily works in an office environment with limited noise levels and exposure to the elements. May infrequently work in agency residential facilities or field offices but with minimal access to clients.

Additional Requirements

Must possess and maintain a valid, unrestricted California driver’s license and current vehicle insurance.

Salary Description

$23.08 - $30.00 per hour