Provide first-line technical support to employees across all locations.
Ensure timely resolution of hardware, software, and Microsoft 365 issues.
Respond to help desk tickets and phone calls, providing first-tier troubleshooting and support.
Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and other hardware.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
Assist users with password resets, account access issues, MFA setup, and basic identity/security troubleshooting.
Install, configure, and maintain workstations, peripherals, and approved software.
Document all support interactions, resolutions, and follow-up actions in the ticketing system.
Escalate complex or high-impact issues to senior IT staff.
Support onboarding and offboarding processes, including device setup, account provisioning, and equipment retrieval.
Maintain inventory of IT equipment, accessories, and replacement parts.
Ensure compliance with company security policies, data protection standards, and acceptable-use guidelines.

3 years of experience in a help desk, desktop support, or technical support role.
Strong hardware troubleshooting skills, including desktops, laptops, printers, and mobile devices.
Hands-on experience supporting Microsoft 365 applications and performing first-tier M365 troubleshooting.
Familiarity with Windows, basic networking concepts, and common enterprise software.
Ability to communicate clearly with non-technical users and provide patient, user-friendly support.
Strong organizational skills with the ability to manage multiple tickets and priorities.
CompTIA A+ certification (preferred).
Experience in a multi-location environment or supporting remote users (preferred).
Exposure to Active Directory, Azure AD, or basic identity management (preferred).
Experience with ticketing systems and IT documentation practices (preferred).
Understanding of cybersecurity best practices and safe-computing principles (preferred).

Help Desk Technician

Key skills