Help Desk Technician

The Help Desk Technician provides technical support to American Battery Solutions internal clients by troubleshooting and resolving IT issues that affect day-to-day productivity. This onsite role focuses on first-line troubleshooting, maintaining key systems and accounts, and ensuring reliable customer service through effective communication and issue resolution.

Role Responsibilities

• Deliver first-line technical support to end-users via phone, email, or in-person assistance.
• Troubleshoot and resolve hardware and software issues for desktops, laptops, and mobile devices.
• Install, configure, and maintain operating systems and software applications.
• Support account provisioning and help with password resets.
• Assist with the setup and ongoing maintenance of IT equipment and related infrastructure.
• Collaborate with senior technicians to escalate and resolve more complex technical problems.
• Document, track, and manage support requests in a ticketing system.
• Maintain a high standard of customer satisfaction through clear communication and timely resolution.
• Stay current on technology trends and industry best practices.
• Follow federal and state regulations, along with all company policies, processes, and procedures.
• Perform other assigned duties as directed.
• Maintain predictable and reliable attendance.

Required Qualifications

• Associate’s degree in an Information Technology discipline (or related field) or equivalent experience.
• Minimum 1 year of experience in an IT help desk or support-level function.
• Relevant IT certifications (CompTIA A+, CompTIA Network+, or similar) are preferred.
• Proficient understanding of computer hardware and software.
• Experience with Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite and cloud-based productivity tools.
• Strong problem-solving skills and attention to detail.
• Excellent communication and customer service skills.
• Previous help desk or customer support experience.
• Eagerness to learn and a passion for technology, with a strong desire to build a career in IT support.

Key Competencies

• Focuses on Quality: Drives work results with a quality focus on actions and outcomes.
• Continual Improvement: Builds on incremental improvements while focusing on sustainability.
• Takes Initiative: Demonstrates urgency, persists through obstacles, and drives issues to closure.
• Working Safely: Maintains awareness of workplace risks and threats.
• Delivers Results: Achievement-oriented with a focus on timely goal completion.
• Teamwork: Works cooperatively to achieve team and organizational objectives.
• Communications: Shares information effectively.

Tools and Technologies

• Support channels: phone, email, in-person
• Devices: computers, desktops, laptops, mobile devices
• Operating systems: Windows, macOS
• Productivity tools: Microsoft Office Suite, cloud-based productivity tools
• Ticketing: ticketing system
• Certifications: CompTIA A+, CompTIA Network+

Benefits

• 3 weeks vacation
• Up to 72 hours sick
• 15 holidays
• Parental leave
• 100% company-paid medical insurance
• 100% company-paid dental insurance
• 100% company-paid vision insurance
• 100% company-paid short-term disability
• 100% company-paid long-term disability
• 100% company-paid life insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) offerings
• Company provided 401K savings plan with immediately vested matching contributions
• Voluntary benefits offerings
• Tuition assistance
• Employee Referral Program
• Employee development and career growth opportunities

Physical Requirements and Working Conditions

• Prolonged periods sitting at a desk and working on a computer.
• Constantly operates a computer and other office equipment.
• Ability to adjust focus, especially while concentrating on a computer screen.
• May need to lift and carry up to 30 pounds and/or position the body to reach items on the floor, below knee level, or overhead.
• Occasionally moves about in industrial environments and on uneven terrain.
• Works in a temperature-controlled office environment, with occasional work in outdoor weather conditions and industrial environments.
• Noise level in the work environment can be moderately loud.