IT Helpdesk Technician
About this role
Job Summary:
We are looking for a skilled and motivated IT Helpdesk Technician. The ideal candidate will provide exceptional technical support to end users, troubleshooting hardware, software, and network issues while ensuring efficient resolution of technical problems. This role requires strong problem-solving abilities, excellent communication skills, and the capability to thrive in a fast-paced environment. A solid understanding of Windows 11, Microsoft 365 Office Suite, SharePoint, Adobe, and networking/ Wi-Fi is essential, along with strong customer service skills to effectively address and resolve technical concerns.
Key Responsibilities:
· Provide technical support for hardware, software, and network-related issues, ensuring timely troubleshooting and resolution.
· Respond to and document helpdesk tickets via phone, email, or in person using Freshdesk or similar ticketing platforms.
· Install, configure, and maintain workstations, laptops, printers, and other peripherals.
· Set up and manage user accounts, profiles, and system policies within Microsoft environments.
· Accurately document user-reported IT issues in Freshdesk or similar ticketing platforms
· Support Office 365, SharePoint, Insync, Adobe, email configurations, and other cloud-based applications.
· Assist users with password resets, account access, and basic troubleshooting.
· Deliver remote and onsite training to staff on IT systems and best practices.
· Educate end users on cybersecurity best practices and IT policies.
· Perform software and equipment patching, maintenance, and system updates.
· Maintain network documentation, asset inventory, and IT procurement support.
· Collaborate with team members to resolve issues efficiently and contribute to ongoing process improvements.
· Participate in training programs to stay updated on new IT systems and technologies.
· Provide hands-on technical support, troubleshooting, and remediation while maintaining a positive and customer-focused attitude.
· Travel locally as needed to support client offices.
· Perform additional duties as assigned.
· Provide training to staff.
Qualifications & Requirements:
· High school diploma or equivalent.
· 1-3 years of experience in an IT helpdesk or technical support role.
· Proficiency with Windows operating systems (Windows 11 preferred).
· Experience with Microsoft 365 Office Suite, remote support tools, and cloud-based applications.
· Basic understanding of networking concepts (TCP/IP, Wi-Fi, DNS, DHCP).
· Strong software troubleshooting and problem-resolution skills.
· Familiarity with technical support tools such as Freshdesk, Zendesk, or similar ticketing platforms.
· Excellent communication skills (verbal and written) and a customer-focused approach.
· Ability to work independently and collaboratively in a fast-paced team environment.
· Strong problem-solving skills, attention to detail, and ability to adapt to new technologies.
Company at a glance
Empowering Minds Resource Center is a Psychiatric Rehabilitation treatment program that is based on the recovery and person-centered models of rehabilitation for children and families. We understand the need to meet the client where they are, and specialize in providing both onsite and offsite services. Individuals are provided with skills and support to embrace their mental wellness, to enhance the quality of their life and to pursue personally valued roles in their living, learning, work and social environments.
Many individuals with mental illness experience difficulty being included in the community and accessing community resources; this is due in part to the segregation and isolation that they have experienced, and in part to the disabilities associated with their mental illness. Our Rehabilitation Counselors focus on building hope in a positive and possible future, symptom management, coping strategies, people skills, development of transferable work and school skills to build readiness, vocational goal setting, wellness planning, problem solving, socialization skills and therapeutic creative expression. We will address an individual's goals in a conducive environment, identify areas of need and promote maximum independence and integration into the community through an array of rehabilitative services. PRP is an add-on service to primary mental health treatment provided by an individual's therapist or psychiatrist.
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