Summary:The IT Help Desk Technician provides front-line technical support to end users across the organization. This role is responsible for resolving hardware, software, and network-related issues in person, remotely, or via phone. The ideal candidate is customer-focused, technically proficient, and thrives in a fast-paced enterprise environment.Key Responsibilities:- Provide Tier 1 and Tier 2 support for desktop, laptop, mobile, and peripheral devices (Windows, macOS, iOS)- Answer user inquiries regarding computer software or hardware operation to resolve problems in person, via telephone, or from a remote location- Respond to and resolve technical issues using ServiceNow ticketing system- Perform remote troubleshooting and diagnostics using remote support tools- Install, configure, and maintain software applications and operating systems- Conduct hardware testing and enter commands to observe system functioning, verify correct operations, and detect errors- Document support activities, resolutions, and escalation paths in accordance with ITIL practices- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities- Collaborate with other IT teams to ensure timely resolution of complex issues- Support Apple device management using Jamf Pro- Assist with onboarding/offboarding processes including device provisioning and account setup- Maintain compliance with security policies and procedures, including endpoint protection and data loss prevention- Read technical manuals and confer with users to investigate and resolve problems or provide technical assistanceQualifications:- Associate's degree in computer science, Information Technology, or related field; or equivalent professional experience- 2–4 years of experience in desktop support or technical help desk roles- Strong verbal and written communication skills with a focus on customer service- Problem-solving skills and strong interpersonal abilities- Ability to work independently and manage multiple priorities- Proficiency in:Windows and macOS environmentsJamf Pro administration and Apple device lifecycle managementScripting (PowerShell)Active Directory, Microsoft Intune, and Apple School ManagerNetworking fundamentals (TCP/IP, DNS, DHCP)Configuration management software, desktop communications software, operating system software, and internet directory services softwareCertifications such as Jamf Certified Associate, CompTIA A+, or Microsoft Modern Desktop Administrator are a plusPreferred Attributes:- Experience in enterprise IT environments with structured ticketing and escalation workflows- Familiarity with automation tools and patch management strategies- Demonstrated ability to troubleshoot complex technical issues with minimal supervision- Passion for continuous learning and staying current with emerging technologies
backfill for FTE conversion
Contacts: Hiring manager: 423197 MSP contact: Deja Lawhorn - deja_lawhorn@edwards.com
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $7.25/hr - $80.00/hr.
