Help Desk Technician

Job Title: Helpdesk Technician

Position Summary:
The Helpdesk Technician provides technical support and services to programs, departments, and internal and external stakeholders. This role ensures the effective implementation, use, and maintenance of technology systems and equipment. Responsibilities include troubleshooting hardware and software issues, coordinating technology requests, researching solutions, and maintaining data integrity and security in alignment with organizational standards.

Key Responsibilities
Planning and Strategy

Document resolutions for future reference and knowledge sharing.

Evaluate alerts and system notifications for proactive issue resolution.

Analyze incident trends to prevent recurring problems.

Report emerging trends and unusual issues to management.

Acquisition and Deployment

Assist with software and hardware rollouts and communicate updates to end users.

Support installation, configuration, and testing of new systems and equipment.

Operational Support

Respond to service desk requests via phone, email, or in person to ensure timely and courteous support.

Record and track issues, documenting all problem-solving steps and final resolutions.

Prioritize and escalate issues as needed to higher-level support teams.

Troubleshoot and resolve hardware and software issues for laptops, desktops, printers, IP phones, and peripherals.

Perform system updates, anti-virus installations, backups, and preventive maintenance.

Develop and maintain user documentation, help sheets, and FAQs.

Ensure compliance with Service Level Agreements (SLAs) and reinforce customer service expectations.

Participate in departmental projects and identify opportunities to improve IT processes or tools.

Required Knowledge, Skills & Abilities
Strong knowledge of computer hardware, especially Dell desktops and laptops.

Proficiency in Windows OS (Windows 7–10) and Microsoft Office 365.

Experience with help desk ticketing systems and diagnostic utilities.

Working knowledge of wireless systems (Intermec experience is a plus).

Excellent communication, documentation, and customer service skills.

Proven analytical and problem-solving abilities with attention to detail.

Highly motivated and able to manage priorities independently.

Experience in team-oriented, collaborative environments.

Work Conditions
Full-time on-site position (40-hour standard work week; up to 50 hours when required).

Some evening, weekend, or on-call support may be required.

Must be able to sit for extended periods and lift up to 35 pounds (computers, peripherals, etc.).

Occasional travel for on-site and remote support locations.