Provide helpdesk support and resolve problems to the end user’s satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor IT helpdesk for tickets assigned to the queue and process based on priority
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Modify configurations, utilities, software default settings, etc. for the local workstation
Utilize and maintain the helpdesk tracking software
Document internal procedures
Assist with onboarding of new staff members
Install, test and configure new workstations, peripheral equipment and software
Help with connecting to WiFi or other networks
Manage PC setup and deployment for new employees using standard hardware, images and software
Assign users and computers to proper groups in Active Directory
Perform timely workstation hardware and software upgrades as required
Utilize AI systems as appropriate
Excellent communication skills

High school diploma or equivalent
Bachelor’s Degree in Information Systems, Business, Communications or related field
2+ years of relevant technical experience

IT Helpdesk Technician

Key skills