Job Summary
Is the first call when technology gets in the way of work. Diagnoses and resolves hardware, software, and network issues for employees — in person and remotely — while keeping tickets moving and users informed.
Essential Functions
- Respond to help-desk tickets and walk-up requests, troubleshooting hardware, software, and connectivity issues
- Set up and configure laptops, desktops, mobile devices, and peripherals for new and existing employees
- Manage user accounts, permissions, and password resets across core systems
- Document resolutions in the ticketing system and build knowledge-base articles for common issues
- Escalate complex issues to senior IT staff with clear, complete context
- Support onboarding and offboarding, including equipment provisioning and returns
- Follow IT security policies, including device encryption and access controls
Qualifications
Required:
- 1+ years of IT support, help desk, or related technical experience
- Working knowledge of Windows and macOS, Microsoft 365 or Google Workspace, and basic networking concepts
- Patient, clear communication skills with non-technical users
- Strong troubleshooting instincts and reliable follow-through
Preferred:
- CompTIA A+, Network+, or equivalent certification
- Experience with a ticketing system (e.g., ServiceNow, Jira, or Zendesk)
Education & Certifications
High school diploma or equivalent required; associate's degree in IT or a related field a plus
Physical Requirements
Ability to lift and move computer equipment up to 40 lbs and work under desks or in wiring closets as needed.
Pay range example: $25–$35 per hour (adjust to your market and experience)