Description

The IT Help Desk Technician is responsible for responding to, evaluating and prioritizing incoming telephone calls, voicemails, emails and in-person requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. They remain up to speed on technology and suggest improvements as appropriate.

Responsibilities

Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems as appropriate
Provide resolution to issues and updates on the process, including documenting initial responses, progress toward the resolution and a final resolution
Maintain a stock of computers for new and existing employees
Manage Office 365 for the office, including setting up and managing accounts
Make recommendations to reduce help line incident rate
Call software and hardware vendors to request service regarding defective products
Determine whether problem is caused by hardware such as modem, printer, cables or telephone
Run Cat6 cable and package
Maintain functioning infrastructure
Troubleshoot and restore technical services and equipment problems by identifying and diagnosing faults and symptoms using established processes and procedures
Maintain record of incidents and work orders through a tracking system to enhance the quality of problem solving
Provide proactive solutions, procedures and documentation for problem prevention
Perform setup, configuration and maintenance of company workstations
Maintain management software licensing
Lift up to 50lbs
Perform basic office duties, including typing, copying, emailing, etc.
Communicate regularly and effectively as appropriate
Maintain the standards, culture and values of CML Security
Other duties as assigned

Qualifications And Skills

High school diploma or GED required
1-2 Years of related experience preferred
General understanding of basic computer terminology, including Cloud Applications, Entra Administration, Computer Building required
Basic fundamentals of Windows OS and proficiency in MS Office Suite required
OSHA-10 certification

Pay: $20-$30 an hour

Expected fill date: November 2025

Employment may be contingent upon successful completion of a background check and drug screen

CML Security, LLC

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IT Help Desk Technician