Job Details

IT Helpdesk Technician

The IT Helpdesk Technician serves as the first point of contact for employees experiencing technical issues. You will provide technical support and assistance via phone, email, in-person, or remote access for a wide range of computer systems, hardware, and software. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-centric approach to resolving IT-related issues. The IT Helpdesk Technician will be responsible for diagnosing and troubleshooting technical problems related to hardware and software issues, managing tickets, and escalating complex issues to appropriate IT teams when necessary. This position plays a crucial role in maintaining productivity across the organization by ensuring smooth operation of IT systems and minimizing downtime.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified, to perform the essential functions.

• Provide first-line technical support for hardware, software, and network issues via phone, email, chat, and in-person.
• Diagnose and resolve complex technical problems for end-users in a timely manner.
• Prioritize and escalate tickets to appropriate IT teams when necessary.
• Respond to and manage service desk tickets in accordance with established SLA guidelines.
• Set up and configure new workstations, including hardware deployment and software installation.
• Repair or replace equipment as needed, ensuring minimal downtime for users.
• Maintain an accurate inventory of IT assets and manage equipment lifecycle.
• Conduct IT training for new hires and existing staff as needed.
• Create and update user-friendly documentation and guides for common IT processes and troubleshooting.

Position Requirements

• Bachelor's degree in Computer Science, Information Systems, or similar degree. Or Associate's degree plus two years of technical support experience, or three plus years technical support experience.
• 1-2 years of experience supporting Windows and MacOS devices.
• Excellent customer first mentality.
• Excellent organizational and time management skills.
• Excellent verbal and written communication skills.
• Experience working in a regulated environment. (e.g. CMMC, SOCII, HIPAA, SOX)
• Solid understanding of computers, networks and software.
• Experience supporting Microsoft 365 and related applications.
• Experience using a help-desk ticket system such has JIRA Service Management.
• This position requires use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR) - all applicants must be U.S. citizen.
• This position may be asked to drive for company purposes during the course of employment. If asked and agreed upon, employees must possess a valid California Driver's License and clean driving record.
• May participate in the identity verification process to access secure client or government portals by authorizing certified supplier or customer management platforms to obtain information from your personal credit profile or other information, solely to verify your identity.

Physical Requirements

• Hearing and speaking to exchange information in person, on the telephone or virtually.
• Dexterity of hands, fingers, and wrist to operate a computer keyboard, calculator, or assemble/manufacture intricate items.
• Seeing to read a variety of materials.
• Sitting or standing for extended period of time.
• Physical agility to lift up to 50 pounds to shoulder height. Any items that weigh more than 50 pounds will require two or more people or a lifting device to move.
• Physical agility to lift, carry, push, or pull objects.

Pay scale for this position - $29.40 - $36.00 Hourly