Job Description
We are looking for a Help Desk Technician to join our IT team. This role is primarily focused on providing first- and second-level support to end users — resolving hardware, software, account, and connectivity issues. You'll be the person who can quickly tell whether an issue is a workstation problem or a network problem, troubleshoot switches, Wi-Fi, and VPN connectivity alongside standard desktop support, and escalate complex network issues to senior engineers with clear, accurate diagnostics already in hand.
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Key Responsibilities:
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• Serve as the first point of contact for end-user IT support via phone, email, and ticketing system, resolving hardware, software, account, and connectivity issues.
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• Triage and troubleshoot network-related user issues (Wi-Fi drops, VPN failures, slow connections, port/switch issues) before escalating, using solid networking fundamentals rather than guesswork.
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• Support and maintain user account and access management (Active Directory, VPN, Wi-Fi onboarding). • Assist with basic network device troubleshooting — switches, access points, patch panels — and coordinate with senior network staff on more complex issues.
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• Perform basic patch cabling, network drops, and equipment moves/adds/changes.
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• Monitor and respond to network and system alerts relevant to end-user impact; document and escalate per established procedures.
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• Image, configure, and deploy workstations, laptops, and mobile devices.
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• Maintain accurate documentation of tickets, network configurations touched, and asset records.
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• Assist with routine maintenance tasks such as firmware updates, backups, and scheduled reboots.
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• Participate in an on-call or rotating support schedule as needed.
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• Follow IT security best practices and escalate potential security incidents promptly.
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• Work any day of the week or hours as assigned.
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Required Qualifications:
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• 2+ years of experience in a help desk, desktop support, or technical support role.
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• Demonstrated ability to troubleshoot connectivity issues using tools like ping, traceroute, and basic switch/AP interfaces.
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• Familiarity with Windows and/or macOS environments and common productivity software.
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• Strong troubleshooting skills and a methodical, detail-oriented approach to problem-solving.
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• Clear written and verbal communication skills, with a customer-service mindset.
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• Ability to lift/move equipment up to 50 lbs and work occasionally under desks, in server rooms, or in wiring closets.
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Preferred Qualifications:
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• CompTIA Network+ certification (strongly preferred) and/or CompTIA A+.
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• Exposure to Cisco, Ubiquiti, Meraki, or similar networking hardware in a production environment.
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• Associate's degree or coursework in Information Technology, Computer Science, or a related field (or equivalent practical experience).
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• Experience with ticketing systems (e.g., ServiceNow, Freshservice, ConnectWise) and remote support tools.
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• Basic scripting or automation exposure (PowerShell, Python) is a plus, not required.