IT Help Desk Technician

SUMMARY DESCRIPTION:

The IT Help Desk Technician serves as the primary point of contact for
technical support, providing first-level assistance to staff and resolving routine hardware, software, and user
access issues in accordance with established IT policies and procedures. The position supports system
access, device configuration, and service request resolution, and escalates advanced or non-routine issues
to the Information Technology Manager.

SUPERVISORY CONTROLS:

Receives general supervision from the Information Technology Manager.
Supervisor sets the overall objectives and employee and supervisor, in consultation, develop the deadlines,
projects, and work to be done; employee is responsible for planning and carrying out the assignment; and
work is reviewed only from an overall standpoint.

RESPONSIBILITIES AND DUTIES:
1. Serves as the primary point of contact for IT support requests and provides first-line technical
assistance to staff.
2. Receives, documents, and resolves technical support service requests in a timely manner,
including troubleshooting and resolving issues related to Windows operating systems, Microsoft
365, computers, printers, mobile devices, and other software or hardware issues as they arise.
3. Provides clear, professional, and courteous communication to users regarding technical issues,
service requests, and resolutions.
4. Prepares, configures, and deploys standard information technology equipment for new hires in
accordance with established processes and procedures.
5. Replaces standard information technology devices with equivalent equipment as needed, in
accordance with established procedures.
6. Performs information technology onboarding and offboarding tasks as assigned, including
coordinating system access, device provisioning, and account termination activities.
7. Supports user access management by assisting with password resets, account lockouts, and
multi-factor authentication (MFA) enrollment in accordance with established policies.
8. Establishes user accounts and administers approved access changes in compliance with
established security and access control procedures.
9. Refers non-standard, out-of-scope requests, or recurring systemic issues to the Information
Technology Manager for evaluation, review, or approval.
10. Maintains accurate records of information technology assets by utilizing approved asset
management systems to track equipment throughout its life cycle.
11. Follows established IT policies and security requirements.
12. Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
1. Excellent communication skills, both oral and written.
2. Excellent organizational and time management skills.
3. Experience providing end-user technical support.
4. Basic understanding of electronics and computer networking concepts.
5. Familiarity with Microsoft Windows 11 and Microsoft 365.
6. Ability to clearly communicate technical issues, concepts, and solutions to end users with varying
levels of technical knowledge and proficiency.
7. Associate degree in information technology or closely related field, or possession of relevant
experience in the industry or certification (e.g. CompTIA A+), combined with a minimum of two
years of IT support experience. Familiarity with service request management systems, device
management platforms such as Microsoft Intune, and structured IT environments.
8. A valid driver’s license and a good driving record.

WORK CONDITIONS:
The work is primarily sedentary and performed in an office environment. The employee typically sits while
working but may also be required to walk, stand, bend, kneel, or reach to perform job duties. The role
includes handling and moving light to moderately heavy equipment such as desktop computers, monitors,
and peripherals, as well as occasional lifting and carrying. Occasional local travel between office locations
may be required.

SUPERVISORY RESPONSIBILITIES:

None