IT Helpdesk Technician

About the Opportunity

Who You Are

• You are a resourceful problem solver who combines technical know-how with a customer-first mindset. You communicate clearly, stay organized when priorities shift, and take ownership from initial diagnosis through resolution. You enjoy collaborating with others and identifying practical ways to improve support processes and the user experience.
• 1–4 years of experience in a help desk, service desk, desktop support, or similar IT support role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Clear written and verbal communication with a service-oriented approach.
• Strong attention to detail, organization, and follow-through.
• Valid driver’s license and reliable transportation for travel between local work locations as needed.
• What You’ll Do
• Serve as the first point of contact for technical support requests received by phone, email, and the ticketing system.
• Diagnose and resolve hardware, software, account, printer, and connectivity issues for desktop and laptop users.
• Provide remote support using remote monitoring and management (RMM) tools such as ConnectWise Automate.
• Install, configure, maintain, and troubleshoot computers, software, printers, and related peripherals.
• Create and manage user accounts, permissions, and access controls in accordance with company procedures.
• Escalate complex or unresolved issues to senior IT staff and provide clear documentation for a smooth handoff.
• Keep users informed with accurate, timely updates about incidents, IT services, and available solutions.
• Document support requests, troubleshooting steps, resolutions, and user feedback in the ticketing system.
• Recommend improvements to support procedures, systems, and the overall user experience.
• Assist with occasional after-hours support, project rollouts, upgrades, or maintenance, including nights, weekends, or holidays.
• Communicate clearly in English; additional language skills are welcome.

What You’ll Do

Preferred Qualifications

• CompTIA A+, Network+, Microsoft, or other relevant technical certification.
• Degree in progress or completed degree in Information Technology, Computer Science, or a related field.
• Experience with ConnectWise Automate or another RMM platform.

What We Offer

• Competitive compensation based on experience and performance.
• Medical, dental, and vision benefits.
• 401(k) plan with company match.
• Employee discounts on company products.
• Supportive, collaborative team culture.
• Opportunities for professional development and career growth.

Ready to Apply?

Additional information

Responsibilities

• Serve as the first point of contact for technical support requests received by phone, email, and the ticketing system.
• Diagnose and resolve hardware, software, account, printer, and connectivity issues for desktop and laptop users.
• Provide remote support using remote monitoring and management (RMM) tools such as ConnectWise Automate.
• Install, configure, maintain, and troubleshoot computers, software, printers, and related peripherals.
• Create and manage user accounts, permissions, and access controls in accordance with company procedures.
• Escalate complex or unresolved issues to senior IT staff and provide clear documentation for a smooth handoff.
• Keep users informed with accurate, timely updates about incidents, IT services, and available solutions.
• Document support requests, troubleshooting steps, resolutions, and user feedback in the ticketing system.
• Recommend improvements to support procedures, systems, and the overall user experience.
• Assist with occasional after-hours support, project rollouts, upgrades, or maintenance, including nights, weekends, or holidays.
• Communicate clearly in English; additional language skills are welcome.