Computer Technician

Computer Technician / Help Desk Support Specialist

Mid-Level | In-House IT | Job Description

Position Summary

The Computer Technician / Help Desk Support Specialist provides mid-level technical support to internal end users, resolving hardware, software, and network issues through the company's ticketing system. This role serves as a key point of contact for day-to-day IT support, ensuring employees have reliable access to the systems and equipment they need to do their jobs. The ideal candidate has solid hands-on troubleshooting experience, strong communication skills, and the ability to work independently on moderately complex issues while knowing when to escalate.

Key Responsibilities

• Serve as first- and second-tier support for incoming help desk tickets, phone calls, and walk-up requests, prioritizing and resolving issues within SLA targets.

• Independently diagnose and repair hardware issues on desktops, laptops, printers, and peripherals; coordinate warranty repairs, user access, and vendor support when needed to resolve the majority of Tier 1 and Tier 2 related issue.

• Install, configure, and maintain operating systems, business applications, and security/antivirus software across the organization.

• Manage user accounts, permissions, and access requests in Active Directory / Microsoft 365, including onboarding and offboarding of employees.

• Set up and support workstations, monitors, docking stations, mobile devices, and conference room / AV equipment.

• Troubleshoot basic network connectivity issues (Wi-Fi, VPN, printers, shared drives) and escalate complex network or server issues to senior IT staff.

• Document all work in the ticketing system, including root cause and resolution steps, and maintain accurate asset inventory records.

• Create and update internal knowledge base articles and end-user how-to guides to reduce repeat tickets.

• Assist with imaging and deploying new equipment, and with the secure retirement/disposal of old hardware.

• Support IT projects such as office moves, hardware refreshes, and software rollouts as assigned.

• Follow company security policies and help enforce best practices for password management, data protection, and acceptable use.

Required Qualifications

• 2–4 years of experience in a help desk, desktop support, or computer technician role.

• Solid working knowledge of Windows operating systems, Microsoft 365, and common business applications.

• MacOS/iOS experience helpful.

• Hands-on experience troubleshooting and repairing PC hardware, printers, and mobile devices.

• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).

• Experience using a ticketing system to track, prioritize, and document support requests.

• Strong customer service orientation with clear written and verbal communication skills.

• Ability to manage multiple tickets and priorities in a fast-paced environment.

Preferred Qualifications

• Associate's degree or technical certificate in IT, computer science, or a related field.

• Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals.

• Experience with Active Directory, Intune, or other endpoint management tools.

• Familiarity with basic scripting (PowerShell) for routine automation tasks.

Work Environment & Physical Requirements

• Primarily office-based with regular movement between workstations, offices, and equipment/server rooms.

• Ability to lift and carry IT equipment up to 40 lbs (monitors, towers, printers).

• Ability to sit, stand, kneel, and reach to install, move, or repair equipment.

• Some after-hours or on-call availability may be required for maintenance windows or urgent outages.

Reporting Structure

This position reports to the IT Manager / IT Director.