Help Desk Technician

The help desk technician is responsible for working directly with lab staff to provide basic technology support.

Minimum Qualifications:

• Bachelor's Degree and 0-3 years of relevant experience OR an associate’s degree with 4 years of relevant experience. 8 years of relevant experience will also be considered in lieu of a degree.
• Proficiency in Windows and macOS administration.
• Understanding of TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
• Familiarity with ticketing systems, endpoint management (Intune, SCCM, JAMF), and productivity suites (Microsoft Office 365).
• Ability to translate complex technical jargon into plain, patient language for non-technical users.
• Calm demeanor when assisting stressed or frustrated end-users.
• Ability to prioritize urgent system outages against routine day-to-day requests.

Preferred Qualifications:

• Experience in a customer service, call center, or help desk setting.
• Familiarity with troubleshooting common PC hardware problems.
• Ability to work responsibly with or without direct supervision

Responsibilities

• Answer incoming support requests, log tickets in a service desk platform (e.g., SolarWinds), and track issues from open to resolution.

• Install, configure, troubleshoot, and repair desktop/laptop computers, mobile devices, printers, scanners, and standard business applications (Windows, macOS, Microsoft 365).

• Handle password resets, account lockouts, user onboarding/offboarding, and basic Active Directory (AD) or Azure/Entra ID permissions.

• Diagnose root causes and escalate complex, unresolved, or high-impact network/server issues to Tier 2/Tier 3 engineering teams.

• Write and update internal knowledge base articles, FAQ guides, and step-by-step troubleshooting logs.

• Performs other duties as assigned.