Help Desk Technician

Position Summary:The Help Desk Technician provides technical support services for issues / problems regarding network data, wireless and network applications, connectivity, network printers, Microsoft Windows Applications (MS Office), computer hardware, printers, and software issues on laptop and desktop computers with local and remote users. The Help Desk Technician plays a crucial role in delivering top-notch technical support to staff, ensuring seamless use of the organization's computer systems and tech resources. This role involves logging, tracking, and troubleshooting tech issues, while providing efficient solutions to keep operations running smoothly. As one of our go-to tech experts, you'll help staff resolve technical challenges and ensure a seamless experience with the organization's technology.Duties and Responsibilities:Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systemsAnswer Tech Support calls and monitor Tech Support message queues (such as voicemail and email) to create accurate/detailed Help Desk tickets. Prioritize requests based on established guidelinesTriaging issues reported by users to determine the root cause and possible solution.Document solutions in the Help Desk system to be used in the futureAssessment of the type and severity of problems, providing moderately complex troubleshooting, and/or forwarding request to the appropriate personnel or vendor for resolution. Consult with other members of the IT team on matters that are beyond his/her skill setsProvide support for topics as diverse as system hardware, mobile communications, networking/VPN connectivity, and desktop/server applications, including software installation and/or updatesDevelop, maintain, and follow Help Desk proceduresAccurately documenting all resolved issues in the ticketing system for future utilization in trouble shooting and resolutionProvide detailed reports on ticket activityPerform some light cabling as neededPerform light network administration tasks as assignedServe as the first point of contact for employees seeking technical assistance over the phone, by email, or through the Help Desk systemPerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by employeesWalk the employee through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in logsFollow-up and update employee status and informationPass on any feedback or suggestions by employees to the rest of the IT departmental membersIdentify and suggest possible improvements to proceduresPerform system builds and install new systems for new hires as well as computer upgrades/replacementsProvide new hire training as neededOther projects and responsibilities may be added at the company's discretionSpecial Knowledge, skills and abilities:Tech savvy with working knowledge of office automation products and databasesGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issues for employeesExcellent communication skillsCustomer service orientedExcellent customer service and willingness to help the end users and teamPassion for IT space and experience with troubleshooting in a Microsoft Windows operating systems environmentDetailed knowledge of Microsoft workstation operation systemsExcellent problem-solving skills, including the use of remote management systemsEducation and Experience:High School or GED equivalent requiredAssociate's degree in computer science or equivalent combination of technical education and work experience requiredMinimum two (2) years of Help Desk Technician or relevant experience requiredExperience installing, maintaining, and upgrading Microsoft applicationsLicense and Certification:N/AWork Environment:PEC values a healthy work environment, and we focus on working efficiently and collaboratively to ensure quality and productive work as well as quality time away from the office. The work environment is business casual, friendly, respectful, and team oriented with daily peer interactions regarding work progress, client needs and project-specific technical issues. We strive to create an enjoyable work environment with support and opportunities for positive career growth. Much of the work will be conducted within an office setting with frequent sitting, reaching and manipulation of objects, tools and/or controls. The position requires mobility. Duties involved require moving materials that weigh up to 10 pounds on a regular basis and up to 25 pounds on an occasional basis. Manual dexterity and coordination are required over 50% of the work period while operating equipment such as computer keyboard, mouse, calculator and similar machines. At times, bending, reaching, standing, and walking may be required.Supervisory Responsibilities (if there are no supervisor responsibilities, put N/A): N/APEC is an AA/EEO/Veteran/Disabled employer.

Created: 2026-04-02