Information Technology Help Desk Technician

What You'll Do. Provide support via phone, email, chat, and ticketing systems Troubleshoot and resolve issues related to: Windows and macOS workstations Mobile devices Printers and peripherals Microsoft 365 and Google Workspace Internet connectivity and network performance Routers, modems, Wi-Fi, switches, and access points User account access and permissions Diagnose and resolve technical issues on first contact whenever possible Log, prioritize, and manage support tickets in accordance with SLAs Escalate complex issues to higher-level support teams with proper documentation Support onboarding and offboarding activities Monitor alerts and respond to system notifications Maintain accurate records of incidents, resolutions, and customer interactions Follow operational procedures, knowledge base articles, and support guidelines Deliver an exceptional customer experience with every interaction Requirements Technical Skills. Knowledge of Windows and/or macOS operating systems. Understanding of Active Directory and user account management. Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi). Experience troubleshooting internet and connectivity issues. Experience working with ticketing platforms such as: ConnectWise. ServiceNow. Zendesk. Professional Skills. Strong customer service and communication skills Ability to multitask and manage priorities effectively Excellent troubleshooting and problem-solving abilities Strong attention to detail and documentation practices Ability to work independently and in a team environment Professional, reliable, and accountable mindset Experience with: Microsoft 365 Administration Remote Monitoring & Management (RMM) tools Basic cybersecurity practices (MFA, Endpoint Protection) Key Skills Technical Support. IT Troubleshooting. Networking Fundamentals. Internet & HSIA Support. Active Directory. User Account Management. Ticket Management Systems. Documentation & SLA Management. Problem Solving. Customer Service. Team Collaboration. Organization & Time Management. Continuous Learning.