Job Description
Job Description
IT Help Desk Technician – Level 2
Hybrid Role.
POSITION OVERVIEW
Under direct supervision, provides first-level technical support to end-users by responding to IT-related questions, troubleshooting hardware and software issues, and resolving routine technical problems. Serves as the initial point of contact for IT support requests, providing assistance with desktops, laptops, printers, mobile devices, software applications, and network connectivity. Documents support requests, troubleshooting steps, and resolutions in the organization's ticketing system and escalates unresolved issues to the appropriate technical teams.
ESSENTIAL FUNCTIONS
- Provides first-level technical support to end-users via phone, email, ticketing system, and in-person assistance.
- Diagnoses and troubleshoots basic hardware, software, printer, and connectivity issues.
- Assists with desktop, laptop, monitor, keyboard, mouse, printer, and peripheral installations, configurations, and troubleshooting.
- Provides support for Microsoft Windows, Microsoft Office 365, Outlook, Teams, and other standard business applications.
- Assists users with password resets, account lockouts, and basic Active Directory account administration.
- Troubleshoots basic network connectivity issues, including wired and wireless connections.
- Installs, configures, and upgrades software and hardware as needed.
- Provides assistance with mobile devices, including smartphones and tablets.
- Creates, updates, and maintains support tickets, documenting troubleshooting efforts and resolutions.
- Follows established procedures for prioritizing, escalating, and resolving technical support requests.
- Keeps end-users informed of ticket status and resolution progress.
- Assists with new employee workstation setups, equipment deployments, and technology relocations.
- Provides end-user guidance and education on basic technology and software usage.
- Maintains a professional and customer-focused approach when interacting with users.
- Excellent communication skills
EDUCATION
- Requires a High School Diploma, GED, or national equivalent.
- Technical certifications or relevant IT coursework preferred.
EXPERIENCE
- 3-4 years of related IT Help Desk, Desktop Support, or Technical Support experience.
- Windows 11
- Experience providing customer service or technical assistance preferred.
KNOWLEDGE, SKILLS, ABILITIES
- Basic knowledge of PC hardware, software, operating systems, and peripheral devices.
- Familiarity with Microsoft Windows, Microsoft Office 365, Outlook, and Teams.
- Basic understanding of networking concepts, including TCP/IP, Wi-Fi, and connectivity troubleshooting.
- Familiarity with ticketing systems and IT support procedures.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent customer service and communication skills.
- Ability to explain technical information in a clear and understandable manner to non-technical users.
- Strong organizational skills with the ability to prioritize and manage multiple support requests.
- Ability to work independently, take initiative, and follow established procedures.
- Ability to maintain confidentiality when handling organizational and end-user information.
- Ability to adapt to a changing environment and learn new technologies and department-specific systems.