The Help Desk Technician works closely with internal teams and support partners to ensure timely and effective issue resolution while delivering a high level of customer service.

Key Responsibilities:

• Provides first point-of-contact support for computing hardware, software, and ERP applications to ensure operational efficiency across all locations
• Respond to support requests via phone, email, and ticketing system, resolving issues related to end-user systems and applications
• Accurately document incidents and maintain work history throughout the ticket lifecycle using an established ticketing system
• Troubleshoot issues related to printers, passwords, email, standard Windows applications, internet access, and network connectivity
• Coordinate with internal teams and external support partners, escalating incidents to the appropriate next-level support when needed
• Assist with new PC setups and provide data migration support as required
• Deliver exceptional customer service while meeting or exceeding established service level agreements (SLAs)
• Participate in QA and UAT testing efforts and assist with user training for new or updated functionality
• Provide after-hours on-call support as part of a rotating schedule