IT Help Desk Technician

The IT Help Desk Technician serves as the first point of contact for customers seeking technical assistance. The role provides hands-on troubleshooting for end-user hardware, systems, sub-systems, and applications, including remote support, network connectivity diagnostics, and documentation support.

Location and Work Setup

• Work location: In person
• Primary location: Beech Grove, IN
• Ability to commute: Indianapolis, IN (Required)

Employment Details

• Job type: Full-time
• Salary: USD 43,000 - 45,000 per year

Responsibilities

• Serve as the initial point of contact for customers through telephone, email, or live chat to provide technical support for hardware, systems, sub-systems, and/or applications
• Assist end-users and customers in resolving IT issues accurately and promptly
• Capture detailed notes about each reported problem, identify appropriate steps to resolve the issue, and manage the flow of incoming support requests
• Work interactively with users to resolve technical issues through guidance and troubleshooting
• Provide remote computer access when required, including making changes to system settings and navigating application menus, or walking users through steps to resolve issues independently
• Troubleshoot network connectivity issues, including working with remote employees on a corporate network
• Maintain a productive customer relationship with a focus on the customer and their needs
• Escalate complex problems to higher-level IT support specialists when issues cannot be resolved independently
• Provide supervisors or specialists with notes covering the problem, steps already taken, and diagnostic conclusions
• Support users by performing system tests and updates following troubleshooting and necessary repairs
• Support department operations by creating, editing, and maintaining IT documentation

Required and Preferred Qualifications

• Windows: 5 years (Required)
• Helpdesk Support: 5 years (Required)
• iOS: 1 year (Preferred)

Technology Focus

• Windows
• iOS

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance