Help desk technician

Benefits:

• Paid time off
• Wellness resources

Job Summary

We are seeking an experienced Help Desk Technician to join our team! This position is responsible for answering incoming support calls, responding to support emails, and managing incoming tickets through our PSA system. The technician will troubleshoot technical issues, document all support activities, and coordinate with our engineers when additional assistance is needed.

The ideal candidate has hands-on technical support experience, excellent communication skills, and a strong commitment to customer service.

Responsibilities

• Answer incoming support calls and respond to client support emails promptly and professionally.
• Review, prioritize, and manage incoming PSA tickets.
• Troubleshoot hardware, software, email, printer, and basic network connectivity issues.
• Provide remote technical assistance and guide clients through troubleshooting steps.
• Create and update tickets with accurate descriptions, troubleshooting steps, and resolutions.
• Keep clients informed of ticket status and follow up until issues are resolved.
• Escalate complex issues to the appropriate engineer with clear documentation.
• Assist with user account setup, password resets, Microsoft 365 support, and workstation configuration.
• Follow established support procedures and response expectations.

Qualifications

• Previous experience in an IT help desk or technical support role.
• Working knowledge of Windows, Microsoft 365, Outlook, and basic networking.
• Experience using a PSA or ticketing system; familiarity with HaloPSA is a plus.
• Excellent verbal and written communication skills.
• Strong troubleshooting and customer service skills.
• Ability to prioritize multiple requests and maintain accurate documentation.
• Ability to remain calm and professional when handling urgent issues or frustrated clients.
• Ability to work independently and collaborate with the technical team.
• Flexible work from home options available.