Help Desk Technician

Help Desk Overview

• The Help Desk Technician role involves providing Level 1/2 technical support to clients, ensuring smooth operations and resolving technical issues efficiently.
• Work in a dynamic environment with diverse technologies, gaining hands-on experience with modern cloud tools and networking systems.
• Collaborate with a supportive engineering team to troubleshoot, configure, and deploy hardware and software solutions.
• Engage directly with end users, addressing their technical concerns and delivering exceptional customer service.
• Participate in small-scale projects, including migrations, upgrades, and rollouts, contributing to team success.
• This on-site role offers opportunities for professional growth into advanced technical positions such as Systems Administrator or Field Engineer.
• Enjoy a clear career development path with hands-on training and mentorship from experienced professionals.
• Local travel only is required, ensuring a balanced work-life schedule without long-distance commitments.

Help Desk Key Responsibilities & Duties

• Provide Level 1/2 technical support via phone, email, remote tools, and on-site visits.
• Troubleshoot and resolve issues with Windows workstations, laptops, printers, and peripherals.
• Manage and support Microsoft 365 applications, including Exchange Online, Teams, SharePoint, and Intune.
• Perform basic networking tasks such as VLAN configuration, DHCP/DNS management, and WiFi setup.
• Configure and deploy new user setups, hardware, and software efficiently.
• Document tickets, resolutions, and client environments comprehensively for future reference.
• Assist with small-scale projects, including migrations, upgrades, and rollouts, ensuring successful implementation.
• Maintain professionalism and a client-focused approach during all interactions and on-site visits.
• Escalate complex technical issues to senior engineers when necessary for timely resolution.

Help Desk Job Requirements

• Bachelor of Science (BS) degree in a relevant field is required.
• 1–3 years of experience in help desk or MSP environments is essential.
• Strong knowledge of Microsoft 365 administration and basic networking concepts.
• Proficiency in troubleshooting hardware and software issues independently.
• Experience with Windows 10/11, Active Directory, and common business applications.
• Excellent communication and customer service skills to interact effectively with clients.
• Valid driver’s license and ability to travel locally to client sites as needed.
• Preferred skills include familiarity with PowerShell, Azure AD, and backup systems.
• Exposure to VoIP systems, security tools, and RMM/PSA tools is advantageous.