Help Desk

Description

The IT Help Desk Technician provides first-level technical support to users experiencing hardware, software, and network-related issues. This role involves troubleshooting, diagnosing, and resolving technical problems, as well as escalating more complex issues to higher-level support when necessary. This role is crucial in ensuring the smooth operation of our IT systems and services. This position is on-site in Piperton, TN and will require reliable transportation. The role will require occasional travel.

Essential Functions, Duties and Responsibilities:

• Provide first-level technical support to end-users via phone, email, and in-person.
• Troubleshoot and resolve hardware, software, and network issues in a timely manner.
• Guide users through troubleshooting steps to resolve technical problems.
• Create, modify, and deactivate user accounts in accordance with company policies.
• Install, configure, and maintain computer systems, software, and peripheral devices.
• Document and track issues, resolutions, and system changes using our ticketing system.
• Create and maintain documentation for common issues and solutions.
• Assist with IT projects, including system upgrades and deployments.
• Educate and assist users on IT policies and best practices.
• Monitor IT systems and networks to identify potential issues before they affect users.
• Perform routine maintenance tasks, such as software updates and system backups, as directed.
• Assist with the setup and configuration of new hardware and software as needed.
• Maintain a high level of customer service and professionalism in all interactions.

Qualifications

Knowledge, Skills and Abilities

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Microsoft Windows, and Apple IOS operating systems.
• Familiarity with networking concepts and troubleshooting.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to handle multiple tasks and prioritize effectively.
• Ability to terminate, patch and run CAT6 ethernet.

Education/ Experience:

• High school diploma or equivalent.
• Preferred Associate or Bachelor’s degree in Information Technology or a related field.
• Experience working within a helpdesk ticketing system.
• Knowledge of remote support tools and techniques.
• Previous experience in a corporate environment.
• Experience supporting CDK users strongly desired.
• Experience in MDM technologies.
• CCNA, Network , A , MCSE, MCSA or any other related certifications.