Help Desk Technician

Key Responsibilities

• Act as the first point of contact for employee technical issues.
• Resolve common hardware, software, and connectivity problems.
• Escalate more complex technical issues to senior staff.
• Work a ServiceNow ticket queue with team guidance.
• Perform routine account tasks, including password resets and unlocks in Active Directory and Microsoft 365.
• Assist with onboarding/offboarding checklists.
• Set up and deploy laptops.
• Provide basic support for conference room A/V systems.
• Document solutions to maintain internal knowledge-base articles.

Qualifications

• Help desk or desktop support experience is a plus but not required; internships, coursework, and personal projects count.
• Basic familiarity with Windows and Microsoft 365.
• Exposure to Active Directory is a plus.
• Willingness to learn ServiceNow or a comparable ITSM ticketing platform (training provided).
• Strong soft skills, including a customer-service mindset, patience, and attention to detail.
• Associate degree or IT certificate (such as CompTIA A+ or Google IT Support) preferred, or equivalent experience.