Other Desired Qualifications

  • Positive outlook on life.

  • MUST have a sense of humor.

  • Looking to make a difference in the world.

  • Enjoy a challenging work environment with great opportunities for professional growth.

  • Be willing and able to assist with a variety of other duties that may arise.

Helpdesk Technician

Full Time

About the Role

A Helpdesk technician’s primary focus is problem resolution for all internal users in relation to phones, hardware, software, and applications issues. The IT Helpdesk Technician will communicate regularly with internal stakeholders at the company and will interact frequently with other company team members.

Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Responds to queries either in person or over the phone. Write training manuals. Trains computer users.


  • Provide first-level contact and problem resolution for all users with hardware, software, and applications problems

  • Manage new PC setup and deployment to users

  • Create user accounts in Active Directory and Exchange

  • Troubleshoot and resolve small office printer/copier issues

  • Troubleshoot and resolve small office and workstation network issues

  • Troubleshoot and resolve scanning issues (FTP, scan-to-email)

  • Troubleshoot and resolve browser-based issues (Chrome & Internet Explorer)

  • Troubleshoot desktop hardware components

  • Exhibit a strong desire to stay up to date with the latest technology and utilize that to alleviate common problems

  • Assist in the creation of documentation that is accessible to users and easy to understand

  • Utilize exceptional Customer Service skills

  • Set up new team members with access to all relevant systems

  • Provide accurate and timely resolution of computer and phone issues

  • Provide technical assistance and basic training to computer and phone system users

  • Provide assistance concerning the use of computer hardware and software, including printing, MS Office, email, and operating systems

  • Perform basic network troubleshooting to isolate and diagnose common network problems

  • Respond to the needs and questions of users concerning their access to resources on the network

  • Maintain communication with the internal team during the problem resolution process

  • Assist in keeping track of inventory and making sure all phone and computer equipment is accounted for

  • Uses judgment to escalate problems as appropriate


  • 2+ years experience in computer networks and systems maintenance

  • Knowledge of Microsoft Office, O365 Platform, Mitel, Zoom

  • Experience with Helpdesk ticketing systems

  • Experience with remote support applications

  • Windows and Office Suite support experience

  • Active Directory administration experience — creating/disabling users, distribution/security groups

  • Understanding of Windows security permissions

  • Understanding of Windows maintenance techniques

  • Excellent written and verbal communication skills

  • Scripting/automation experience is a PLUS

  • PowerShell Experience is a PLUS