The IT Helpdesk Technician will provide day-to-day technical support to employees, including computer setup, hardware and software troubleshooting, equipment maintenance, and general user support. This role is ideal for someone with a strong interest in IT who enjoys problem-solving, helping others, and working in a hands-on, fast-paced support environment.
Essential Duties and Responsibilities
- Set up computer equipment for new users and employees, including printers, monitors, desktops, laptops, and related peripherals.
- Provide technical support to end users for computer, software, printer, and peripheral-related issues.
- Responding to technical support requests received by phone, email, ticket submissions, and in-person communication.
- Troubleshoot, diagnose, and resolve basic hardware and software issues in a timely and professional manner.
- Perform hardware and software maintenance activities, including decommissioning PCs, printers, and other equipment for e-recycling.
- Prepare reference materials and user instructions to support common IT processes and procedures.
- Provide patient, customer-focused support while assisting employees with technical issues.
- Maintain awareness of IT security best practices and handle systems, equipment, and information with care.
- Support other IT department projects and duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Prior IT helpdesk, desktop support, or technical support experience preferred, but not required.
- General knowledge of and interest in computers, networks, Windows PCs, software, and related peripherals.
- Experience installing, configuring, and troubleshooting Windows PCs, software, printers, and other devices preferred.
- Strong organizational, prioritization, and active listening skills.
- Excellent attention to detail.
- Customer-service oriented with patience, empathy, and professionalism when supporting users.
- Energetic, adaptable, and able to work effectively as part of a team.
- Ability to work independently and manage multiple tasks in a fast-paced environment.
- Strong verbal and written communication skills.
- Strong problem-solving ability with the ability to use critical thinking and investigative troubleshooting.
- Cautious and thoughtful approach to work, with an understanding of the critical nature of IT systems and security.
- Ability to sit for prolonged periods and/or work on foot for up to 8 hours.
- Ability to safely lift up to 50 pounds as needed.
Physical Demands
While performing the duties of this position, the associate may be required to stand, walk, sit, use hands to handle or feel office equipment or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, crawl, talk, and hear. The associate must occasionally lift and/or move up to 40 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
This is a full-time position, generally 40 hours per week, with the possibility of extended work hours based on business needs, meeting schedules, deadlines, or project requirements.
Work Environment
The work environment is primarily a traditional office setting with standard office equipment, lighting, and ambient room temperatures. This position may also require occasional work in server room areas with cooler temperatures and occasional exposure to manufacturing or production areas while supporting business operations.
