Computer Technician
Computer Technician / Help Desk Support Specialist Mid-Level | In-House IT | Job Description Position Summary The Computer Technician / Help Desk Support Specialist provides mid-level technical support to internal end users, resolving hardware, software, and network issues through the company's ticketing system. This role serves as a key point of contact for day-to-day IT support, ensuring employees have reliable access to the systems and equipment they need to do their jobs.
The ideal candidate has solid hands-on troubleshooting experience, strong communication skills, and the ability to work independently on moderately complex issues while knowing when to escalate. Key Responsibilities • Serve as first- and second-tier support for incoming help desk tickets, phone calls, and walk-up requests, prioritizing and resolving issues within SLA targets. • Independently diagnose and repair hardware issues on desktops, laptops, printers, and peripherals; coordinate warranty repairs, user access, and vendor support when needed to resolve the majority of Tier 1 and Tier 2 related issue.
• Install, configure, and maintain operating systems, business applications, and security/antivirus software across the organization. • Manage user accounts, permissions, and access requests in Active Directory / Microsoft 365, including onboarding and offboarding of employees. • Set up and support workstations, monitors, docking stations, mobile devices, and conference room / AV equipment. • Troubleshoot basic network connectivity issues (Wi-Fi, VPN, printers, shared drives) and escalate complex network or server issues to senior IT staff.
• Document all work in the ticketing system, including root cause and resolution steps, and maintain accurate asset inventory records. • Create and update internal knowledge base articles and end-user how-to guides to reduce repeat tickets. • Assist with imaging and deploying new equipment, and with the secure retirement/disposal of old hardware. • Support IT projects such as office moves, hardware refreshes, and software rollouts as assigned.
• Follow company security policies and help enforce best practices for password management, data protection, and acceptable use. Required Qualifications • 2–4 years of experience in a help desk, desktop support, or computer technician role. • Solid working knowledge of Windows operating systems, Microsoft 365, and common business applications. • MacOS/iOS experience helpful. • Hands-on experience troubleshooting and repairing PC hardware, printers, and mobile devices.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi). • Experience using a ticketing system to track, prioritize, and document support requests. • Strong customer service orientation with clear written and verbal communication skills. • Ability to manage multiple tickets and priorities in a fast-paced environment. Preferred Qualifications • Associate's degree or technical certificate in IT, computer science, or a related field.
• Industry certifications such as CompTIA A+, Network+, or Microsoft 365 Certified: Fundamentals. • Experience with Active Directory, Intune, or other endpoint management tools. • Familiarity with basic scripting (PowerShell) for routine automation tasks. Work Environment & Physical Requirements • Primarily office-based with regular movement between workstations, offices, and equipment/server rooms.
• Ability to lift and carry IT equipment up to 40 lbs (monitors, towers, printers). • Ability to sit, stand, kneel, and reach to install, move, or repair equipment. • Some after-hours or on-call availability may be required for maintenance windows or urgent outages. Reporting Structure This position reports to the IT Manager / IT Director.