IT Help Desk at Bill Alexander Ford Lincoln
United States
<p>We are seeking a customer-focused and technically skilled <strong>IT Help Desk Technician</strong> to provide first-line technical support to end users. This role is responsible for troubleshooting hardware, software, and network issues while ensuring a high level of customer satisfaction.</p> <p>The ideal candidate has strong problem-solving abilities, excellent communication skills, and a passion for delivering efficient IT support services.</p> <h2><strong>Key Responsibilities</strong></h2> <ul> <li> Provide first-level technical support via phone, email, chat, or ticketing system </li> <li> Diagnose and resolve hardware, software, and network issues </li> <li> Install, configure, and maintain desktops, laptops, printers, and mobile devices </li> <li> Manage user accounts, permissions, and access (Active Directory, Office 365, etc.) </li> <li> Escalate complex issues to higher-level IT support teams when necessary </li> <li> Maintain accurate records of incidents, requests, and resolutions </li> <li> Support system updates, patches, and routine maintenance </li> <li> Assist with onboarding and offboarding of employees (account setup, device provisioning) </li> <li> Ensure compliance with IT policies and security procedures </li> </ul> <h2><strong>Qualifications</strong></h2> <ul> <li> Diploma or degree in Information Technology, Computer Science, or related field (or equivalent experience) </li> <li> 1–3+ years of experience in IT support or help desk roles </li> <li> Knowledge of Windows and macOS operating systems </li> <li> Familiarity with Microsoft 365, Active Directory, and ticketing systems </li> <li> Basic understanding of networking (TCP/IP, DNS, DHCP) </li> <li> Strong troubleshooting and diagnostic skills </li> <li> Excellent communication and customer service skills </li> </ul> <h2><strong>Core Competencies</strong></h2> <ul> <li> Technical Troubleshooting </li> <li> Customer Service Excellence </li> <li> Time Management & Prioritisation </li> <li> Communication Skills </li> <li> Attention to Detail </li> <li> Adaptability </li> </ul> <h2><strong>Preferred Qualifications</strong></h2> <ul> <li> IT certifications (CompTIA A+, Network+, Microsoft Certified, etc.) </li> <li> Experience with remote support tools </li> <li> Familiarity with ITIL framework or service management practices </li> </ul> <h2><strong>Benefits</strong></h2> <ul> <li> Competitive hourly compensation </li> <li> Remote work flexibility </li> <li> Opportunities for certification and career development </li> <li> Exposure to diverse IT systems and technologies </li> <li> Supportive and collaborative team environment </li> </ul>
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