IT Help Desk Technician - Day Shift

About the role

The IT Help Desk Technician is the first point of contact for all internal IT issues, delivering prompt and courteous support to keep users productive. Working primarily on day‑shift hours, you will diagnose hardware, software and basic network problems and ensure they are resolved or escalated appropriately.

Key responsibilities

• Provide first‑line technical assistance via phone, email and in‑person for desktops, laptops, printers and software.
• Troubleshoot and resolve operating system issues on Windows and macOS, as well as Microsoft Office applications.
• Manage user accounts, password resets and group policy basics in Active Directory.
• Assist with the deployment, configuration and imaging of new computers and peripherals.
• Document all incidents and solutions in the ticketing system and contribute to the knowledge base.
• Identify complex issues and coordinate escalation to senior IT staff, following up until closure.
• Ensure all actions comply with global IT policies and security standards.

Required profile

• Associate’s degree in IT, Computer Science or related field, or equivalent experience.
• 2+ years of experience in help‑desk, desktop or technical support, preferably in a manufacturing or high‑tech environment.
• Strong troubleshooting abilities for hardware, software and basic networking.
• Excellent verbal and written communication skills.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office Suite
• Active Directory user and computer management
• Hardware troubleshooting (PCs, laptops, printers, mobile devices)
• Basic networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi, VPN)
• CompTIA A+ certification
• CompTIA Network+ certification