The Helpdesk Technician will be a key member of our IT support team, providing technical assistance to users across a medium to large helpdesk environment. This role handles a range of issues from basic troubleshooting to advanced technical support, ensuring smooth operation of hardware, software, and network systems during both standard business hours and shift work, including nights and weekends. The technician will utilize industry-standard ticketing and remote support tools to diagnose, resolve, and escalate issues effectively.

Responsibilities

Manage and resolve support tickets using a specific ticketing system such as ServiceNow
Diagnose and troubleshoot hardware, software, and network issues
Provide end-user support for Windows OS, Mac OS, and networking fundamentals
Install and configure software applications
Assist with system and network monitoring tasks
Document support activities and resolution steps
Deliver remote assistance through general remote desktop tools and custom internal tools
Manage escalation of complex technical problems to appropriate teams

Preferred Qualifications

1+ years of experience in IT support roles
High School Diploma or equivalent
Proficiency with Windows and Mac OS environments
Understanding of networking fundamentals
Experience with remote desktop support tools
Strong customer service and communication skills
Effective problem solving and time management abilities

Casne Engineering

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Helpdesk Technician