<p><strong>Job Summary:</strong></p><p>We are seeking a highly customer-focused IT Help Desk Technician to support desktop users across multiple sites. This role involves troubleshooting Windows 11 workstations, shared file access, printers, and general user inquiries, while managing a steady flow of walk-up requests, email tickets, and help desk submissions. The ideal candidate will have experience in Active Directory user management, Microsoft 365 applications, and basic surveillance system support, with a strong emphasis on delivering excellent customer service.</p><p> </p><p><strong>Key Responsibilities:</strong></p><ul><li>Provide technical support for Windows 11 desktops and Microsoft 365 applications including Teams, Outlook, and OneDrive.</li><li>Handle daily support requests via walk-ups, email, and a web-based ticketing system (Siteforce Help Desk), managing 25–35 tickets per day.</li><li>Perform password resets, user account creation/pausing, and permission adjustments in Active Directory.</li><li>Troubleshoot shared file access issues, printer connectivity, and general “how-to” questions from users.</li><li>Assist with surveillance system footage retrieval and export to servers (no direct server administration required).</li><li>Deliver responsive and empathetic customer service, ensuring users feel supported and informed throughout the resolution process.</li><li>Maintain accurate documentation of issues and resolutions.</li><li>Collaborate with team members to improve help desk processes and contribute to the transition to a modern ticketing system.</li></ul><p><br></p>

• Proficiency in Windows 10/11, Microsoft Office Suite, and enterprise-level software.<br>• Hands-on experience with desktop hardware, imaging, and field-level troubleshooting.<br>• Familiarity with Active Directory and networking concepts.<br>• Ability to work independently and travel frequently between organizational locations.<br>• Strong communication skills, with the ability to explain technical concepts to non-technical users.<br>• Experience in database management and system integration is highly desirable.<br>• Knowledge of IT procurement and budgeting processes.<br>• Prior experience with website maintenance and development is a plus.

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