Help Desk Technician

Key Responsibilities: As a Help desk Support Tech, your primary role is to be the first point of contact with our clients through our help desk ticketing system. Work with other team members to ensure smooth day-to-day support operations, assist in coordinating the resolution of incidents and service requests, keep customers informed of progress and identify opportunities for service improvement. Additionally, you will assist in supporting service automation tasks, reviewing and/or responding to daily dashboards and alerts, inventory controls and developing/updating internal documentation.

Your ability to stay organized, prioritize effectively, and communicate clearly will be essential to the team’s efficiency and client satisfaction. In This Role You Will:

·        Provide initial response to new Help desk support tickets for hardware and software issues via our help desk ticketing system·        Troubleshoot and resolve user issues related to Windows and Apple operating systems·        Troubleshoot and resolve user issues related to Microsoft Office and Google Workspace·        Troubleshoot and resolve issues related to client domain, Microsoft 365 and Azure solutions·        Triage and escalate Help desk tickets to appropriate support team for advanced troubleshooting and resolution·        Review and update Help desk ticket and other internal technical documentation to ensure clarity and searchability·        Monitor Helpdesk service dashboards (Help desk, Anti-malware, Firewall, etc.

) and identify potential issues for follow-up, triage and escalation·        Maintain professional, timely communication with clients during the intake and handoff process·        Coordinate technician calendars to ensure workloads are balanced and deadlines are met ·        Assist in system maintenance checks and automations·        Assist in re-installing and imaging desktops and laptops·        Assist in applying base configurations to new equipment for replacement and project implementations·        Other tasks as assigned  What We’re Looking For: This is an entry-level technical support role designed for someone who is organized, detail-oriented, and ready to grow.

You don’t need to be a technician on day one, but if you’re comfortable with technology, confident in communication, and eager to learn, we’ll provide a path forward.  Over time, there’s the opportunity to grow into higher level roles, typically after 15-18 months of proven performance, reliability, training and development.  We’re looking for someone who sees this as a launchpad to a career in technology, not just a job. You’re a great fit if you:

·        Communicate clearly and professionally in English (written and verbal) ·        Are organized, detail-orientated, and thrive on keeping systems and people aligned ·        Can manage shifting priorities, and high-pressure situations, calmly and effectively ·        Are proactive, detail-orientated, and take ownership of bringing tasks to completion·        Are comfortable using and learning new technologies ·        Can confidently follow structured processes and ensure they are documented accurately·        Are interested in building a technical career and see this as a long-term opportunity Requirements and Qualifications:

·        Strong written and verbal English communication skills·        Keen interest in learning to provide help desk and administrative support while being focused on customer service and day-to-day operations·        Proven ability to stay organized and manage shifting priorities ·        Experience with Microsoft 365 (Outlook, Teams, Word, and Excel) ·        Willing to learning cloud-based tooling and ticket systems ·        Ability to create, follow and maintain processes and documentation accurately·        Willingness to learn and resolve basic technical issues ·        Reliable transportation to and from the office ·        Interest in progressing into a higher technical role over time (15–18-month initial commitment) Career Growth Path:

This role is designed as the first step in a technical career. While your starting focus will be basic troubleshooting, communication, coordination and documentation, we will provide a structured path to move into a hands-on-technician role for successful candidates. With consistent performance, initiative, training and development, most candidates will be ready for promotion into Tier 1 Support within 15-18 months, and beyond as your skills increase.