Tier Workforce Helpdesk Technician

Job Summary (List Format):

- Provide high-quality IT customer service by fulfilling requests and resolving technical problems.
- Respond promptly and professionally to technical support requests, aiming for immediate resolution when possible.
- Install, upgrade, and decommission IT equipment, including laptops, desktops, printers, fax machines, and mobile devices.
- Adhere to established team policies, processes, and procedures.
- Offer technical support and assistance for both hardware and software to end-users.
- Troubleshoot and resolve routine hardware/software issues using diagnostic tools; escalate complex problems appropriately.
- Image and configure workstations according to standard operating procedures.
- Provide specialized technical support for board members and executives as needed.
- Occasionally provide hands-on support to other departments during implementations and problem-solving situations.
- Accurately document and update incidents, requests, and problems in the management system.
- Participate in on-call support rotations as assigned.
- Deliver AV meeting and event support, ensuring successful conference room setups.
- Maintain strong customer service, interpersonal, and communication skills.
- Demonstrate professionalism, a positive attitude, and a polished appearance when representing the Workforce Technology Team.
- Work collaboratively as part of a team, while also being able to operate independently.
- Stay organized, detail-oriented, and adaptable to changing priorities.
- Willingness to learn, be patient during onboarding, and proactively ask questions.
- Position is on-site, with standard hours (9-5), and may lead to full-time conversion after contract period.
- Candidates must live within a reasonable commuting distance.
- Minimum qualifications: Associate's degree preferred, 2-3 years' IT customer service experience, strong knowledge of Windows/iOS/Microsoft Office/personal computer hardware, and basic networking knowledge.
- Experience supporting executives/senior leadership and AV meetings is highly desirable.