IT Help Desk Technician

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$60,000.00/yr - $65,000.00/yr

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, over the phone or by remote session.
• Document problem solutions in ticket system and knowledge base articles.
• Maintain daily performance of computer systems.
• Perform application upgrades to both client and server systems.
• Ask questions to determine nature of problem, walk customer through problem‑solving process.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Assist with technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals and drivers for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Establish standards and procedures for continuous improvement.
• Maintain currency with respect to technical skills by attending training classes, special technical and administration courses, seminars, exhibits and trade shows as needed.
• Other duties as designated by department manager.

• 5–7 years of experience in a help‑desk environment.
• Experience troubleshooting Microsoft Windows, Microsoft Office and related software.
• Working knowledge of and troubleshooting of Active Directory (GPOs, OUs, users and computers).
• Experience with desktop management solutions such as LANSweeper and WSUS is preferred.
• Experience handling configuration issues.
• Strong troubleshooting abilities.
• Experience with software installation procedures, and licensing.
• Experience with centralized desktop security solutions such as McAfee EPO or similar vendor.
• Experience with Solid Works and PDM is preferred.
• Familiar with remote assistance applications such as Team Viewer.
• Knowledge of Local Area Networking Technologies and Wide Area Network Technologies.
• Strong written, verbal, analytical, and interpersonal skills.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree in Computer Science, or specialized training in certification coursework.
• CompTIA A+, Network+, MCP Certifications preferred.

Mid‑Senior level

Full‑time

Information Technology

Industrial Machinery Manufacturing

Windsor, CT