Description

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in person
• Diagnose and troubleshoot hardware, software, and network-related issues across desktops, laptops, mobile devices, and peripherals
• Provide timely and effective support, escalating complex issues to appropriate teams as needed
• Install, configure, and update operating systems, applications, and system components on end-user devices
• Manage and resolve support tickets using a help desk or IT service management system
• Assist in onboarding and offboarding procedures, including user account setup, permissions, and hardware deployment
• Maintain accurate documentation of support activities, issue resolutions, and user instructions
• Educate users on best practices for system usage, security awareness, and self-service tools
• Perform routine maintenance tasks such as software updates, patching, and hardware checks
• Collaborate with IT team members to support organization-wide initiatives and ensure high-quality user support

Requirements

Education and/or Work Experience Requirements:

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• 1–3 years of experience in a technical support or help desk role
• Proficiency with Windows and/or macOS environments, including common productivity applications (e.g., Microsoft 365, Google Workspace)
• Familiarity with basic networking concepts, printer support, and remote desktop tools
• Experience with ticketing systems (e.g., Zendesk, Freshservice, ServiceNow) is a plus
• Strong communication and customer service skills, with the ability to explain technical issues to non-technical users
• Industry certifications (e.g., CompTIA A+, ITIL Foundation) are desirable
• Ability to prioritize tasks and work efficiently in a fast-paced environment

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Prolonged periods of sitting at a desk and working on a computer
• Occasionally required to lift or move hardware or equipment up to 40 pounds
• Ability to access equipment in confined or elevated spaces (e.g., server rooms or network closets)
• Visual acuity to read technical materials and monitor system performance