Helpdesk Technician

Job Description

The helpdesk technicians serve as the front line of support for end users and are required to create and resolve tickets in a timely manner. This role requires someone who is outgoing, has excellent communication skills, and thrives working in a fast-paced environment.


  • Provide technical remote or onsite support at the Intermediate level: Windows & Mac Operating systems, desktops, laptops, Office Suite, Office 365, and more
  • Basic understanding of server services including DHCP, DNS, Group Policy, and Active Directory
  • Possess basic hands on skills including CAT wire termination and the use of standard power tools
  • Workstation setup, including image creation and deploy (Windows 7 and 10)
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Maintaining the status of helpdesk tickets and verifying SLA's are being met
  • Ability to maintain time entries accurately and achieve required daily quotas
  • Ability to work in a team and communicate effectively
  • Document internal processes and procedures related to duties and responsibilities
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
  • Participate in project completion which may include OS Migrations, Server, and network installations and more
  • Provide on-call emergency services after business hours, holiday and weekends as required


  • Valid driver's license and proof of insurance
  • Ability to pass a background check
  • Reliable transportation
  • Take personal ownership of a problem and sees it through to end.
  • 2-3 years' experience in an IT customer support and service role
  • Experience working within enterprise ticket systems
  • A+ or MCDST certified
  • Basic knowledge of DHCP, DNS Active Directory, and Group Policy
  • Good working knowledge of Microsoft Office Suite
  • Understanding of a wide variety of desktop applications
  • Passion for teamwork, continuing education, problem solving, and exceptional customer service
  • Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible
  • Demonstrated ability to learn new technologies quickly

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