IT Help Desk Technician

The IT Help Desk Technician provides frontline technical support to employees via Teams, Email, or Phone, troubleshoots issues, maintains workstation and LAN performance, and manages incidents through the IT Ticketing System, with collaboration on onboarding and offboarding. This role is based in Texas with a hybrid work arrangement and offers a yearly salary range of USD 52,000 to 55,000.

Responsibilities

• Serve as the primary contact for employees seeking technical assistance via Teams, Email, or Phone.
• Deliver technical support by researching queries, troubleshooting problems, and maintaining workstation and LAN performance.
• Provide answers by identifying issues, researching solutions, guiding employees through corrective steps, and offering training when required.
• Maintain SLAs to ensure timely responses and resolutions to employee needs.
• Research and communicate information about new IT products and services.
• Track problems and resolutions through the IT Ticketing System.
• Provide feedback on processes and make recommendations to the IT Director.
• Maintain technical documentation and a service catalog covering software installations, hardware configurations, and troubleshooting steps.
• Collaborate with HR and Leadership on onboarding and offboarding of employees.

Requirements

• High School Diploma or equivalent.
• Minimum of 1-2 years of experience as an IT Help Desk Technician or System Administrator.
• Must have or be in the process of completing the Microsoft 365 Fundamentals Certification (MS-900).
• Experience administering Microsoft 365 is required.
• Familiarity with Help Desk Systems.
• Prior experience supporting cloud applications.
• Knowledge of computer hardware and repairs is desirable.
• Basic knowledge of mobile devices is desirable.
• Excellent communication and interpersonal skills.
• Ability to communicate effectively with all levels within the organization.
• Provide feedback on processes and make recommendations to the Head of Information Technology.

Technologies

• Microsoft 365
• Microsoft Teams
• IT Ticketing System

Benefits

• Health plan including health, dental, and vision coverage
• 401(k) with company match
• Take What You Need PTO
• Tuition Assistance
• Paid Holidays
• LTD/STD/Life Insurance
• Wellness Programs
• Hybrid or remote work based on location