Job Description

Job Description: Helpdesk Technician

Purpose of Position
We are seeking a talented and experienced Helpdesk Technician to support our growing organization. This is a full-time, in-person role that involves both day-to-day IT support and contributing to IT projects.

In this role, you will serve as the first line of support for the organization’s IT operations, providing assistance for local and remote offices in the US and Mexico, as well as various job sites. Your responsibilities will include addressing initial incidents and service requests, escalating issues as needed, and supporting users through troubleshooting, maintenance, and configuration of IT systems. Additionally, you will manage hardware and software assets, maintain documentation on IT processes and procedures, and contribute to IT hardware and software projects.

Responsibilities

• Provide first-line support to users via ticketing system, email, phone, Microsoft Teams, and other channels.
• Troubleshoot, diagnose, and resolve hardware and software technical issues.
• Communicate effectively with team members and management regarding support issues.
• Escalate requests and incidents to the appropriate level of support when necessary.
• Ensure the security and privacy of networks and computer systems.
• Collaborate with IT team members on various projects.
• Maintain and update technical documentation and service catalogs, including software installation, hardware configuration, and troubleshooting guides.

Requirements

• High School Diploma, GED, or equivalent.
• 1-4 years of prior IT Help Desk experience or similar IT role.
• Proven hands-on experience diagnosing and resolving basic technical issues.
• Excellent written and verbal communication skills.
• Strong problem-solving skills.
• Outstanding organizational and time management abilities.

Additional Qualifications for Success

• Ability to work independently and manage tasks with minimal supervision.
• Exceptional collaboration skills with users, team members, and suppliers.
• Strong work ethic and a commitment to exceeding expectations.

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