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
