Help Desk Technician

Job Description

REQUIREMENTS

• Basic understanding of Windows operating systems
• Familiarity with Microsoft 365
• Basic hardware and software troubleshooting skills
• Basic understanding of networking concepts, including:
• IP addresses
• DNS
• DHCP
• Routers
• Switches
• Wi-Fi
• Strong written and verbal communication skills
• Ability to explain technical information to non-technical users
• Strong attention to detail
• Ability to follow documented procedures
• Ability to manage multiple tickets and priorities
• Willingness to learn, accept coaching, and improve over time

Preferred

• Prior MSP, help desk, or customer service experience
• Experience with PSA or ticketing systems such as Autotask or ConnectWise
• Experience with documentation platforms such as IT Glue
• Experience with remote monitoring and management tools
• CompTIA A+, Network+, Microsoft Fundamentals, or similar certifications

RESPONSIBILITIES

• Respond to incoming support requests by phone, email, and ticketing system
• Provide professional, friendly, and timely support to clients
• Troubleshoot common technical issues, including:
• Workstation problems
• Microsoft 365 access issues
• Password resets
• Email configuration
• Printer issues
• Software errors
• Basic network connectivity problems
• Use remote support tools to diagnose and resolve issues whenever possible
• Guide clients through simple troubleshooting steps when remote access is not available
• Create and update tickets with accurate details
• Document the issue, troubleshooting steps, resolution, and next actions
• Enter time consistently and accurately
• Manage assigned tickets to ensure timely follow-up
• Monitor ticket status to help prevent overdue or at-risk tickets
• Follow internal documentation standards
• Contribute to the knowledge base articles when recurring issues are identified
• Review incoming service tickets
• Gather the information needed to understand the issue, urgency, and business impact
• Prioritize tickets based on client impact and service level expectations
• Escalate unresolved or complex issues to Level 2 or Level 3 support
• Include clear notes, screenshots, error messages, and troubleshooting steps when escalating
• Communicate internally to ensure smooth handoffs and avoid delays for the client
• Keep clients updated throughout the ticket lifecycle
• Explain technical issues in clear, simple language
• Confirm resolution when appropriate
• Set expectations for next steps
• Escalate communication concerns to the appropriate internal team member
• Represent All-Access Infotech with professionalism, patience, and ownership
• Support Windows workstations, Microsoft 365, email, printers, Wi-Fi, VPN, and common business applications
• Perform basic user administration tasks, including password resets, account updates, and access troubleshooting
• Assist with endpoint alerts, antivirus issues, disk space warnings, and software updates
• Follow documented procedures for common service requests
• Support project-related tasks when assigned, including workstation setup, software installation, and client onboarding activities

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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