*Local candidates Only, *

Help Desk Technician

Overview
We are seeking a Service Desk Technician to provide first-level technical support for end users. In this role, you will respond to incoming requests, perform initial troubleshooting, resolve issues when possible, and escalate more complex problems as needed. You’ll play a key role in maintaining user satisfaction, meeting service level expectations, and ensuring timely incident resolution.

Responsibilities

• Respond to and prioritize requests via phone, email, and in-person for issues related to hardware, software, networking, mobile devices, and related technologies.

• Troubleshoot and resolve issues involving operating systems, applications, email, and remote access.

• Escalate more complex incidents to higher-level support teams while keeping users informed on progress.

• Document problems and resolutions in the ticketing system and contribute to knowledge base resources.

• Manage user accounts and access, including Active Directory administration.

• Ensure timely closure of support tickets and promote end-user satisfaction.

• Identify recurring issues and communicate trends to leadership.

Qualifications

• U.S. Citizenship required.

• Proficiency with Windows operating systems and common desktop applications.

• Familiarity with help desk or ticketing systems (ServiceNow experience a plus).

• Strong communication and customer service skills.
  
  This is a contract-to-hire position, the pay range is $17-$20 an hour depending on experience.
  
  
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