Helpdesk Technician

Position Summary: The Helpdesk Technician provides technical support to staff across the organization, ensuring that hardware, software, and network systems operate efficiently. This role requires strong troubleshooting skills, excellent communication, and a commitment to delivering outstanding customer service to internal staff.

Work is performed under the general supervision of the IT Systems and Support Manager. This is moderate work that requires some limited physical effort.

Technical Support & Troubleshooting

• Provides technical support for hardware, software, and network-related issues via phone, email, remote tools, or in-person.
• Diagnoses, documents, and resolves end-user incidents in a timely and professional manner.
• Configures, installs, and maintains desktops, laptops, printers, mobile devices, and other IT peripherals.
• Troubleshoots Microsoft 365, Windows operating systems, and commonly used business applications.
• Supports and troubleshoots network connectivity, IP configuration, and basic LAN/WAN issues.

Customer Service & Communications

• Delivers excellent customer service by actively listening to users, clearly explaining solutions, and following up to ensure satisfaction.
• Communicates effectively with both technical and non-technical staff at all levels of the organization.

• Maintains a calm, professional demeanor in high-pressure situations while handling multiple issues.

System & User Management

• Creates, manages, and supports user accounts, permissions, and security settings in Active Directory, Microsoft 365, and other business systems.
• Assists with onboarding and offboarding processes, including equipment setup and account configuration.

• Documents procedures, troubleshooting steps, and resolutions in the helpdesk knowledge base.

Operational & Administrative Duties

• Tracks, manages, and closes tickets in the organization’s helpdesk/ticketing system.
• Maintains accurate records of hardware inventory, and equipment assignments.
• Follows IT policies, procedures, and security best practices to protect systems and sensitive data.

• Participates in IT projects, rollouts, and system upgrades as needed.

Knowledge, Skills, and Abilities

Professional Skills & Attributes

• Strong problem-solving, analytical, and multitasking abilities.
• Ability to work independently with minimal supervision while collaborating effectively within a team.
• Willingness to investigate and troubleshoot unfamiliar issues using available resources to identify and implement effective solutions.
• High motivation, initiative, and adaptability in a fast-paced environment.
• Commitment to confidentiality and responsible handling of sensitive information.
• Dedication to continuous learning and staying current with emerging IT tools, technologies, and best practices.

Physical & Environmental Requirements

• Ability to lift, carry, and install computer equipment (e.g., desktops, monitors, printers).
• Ability to work under desks or in tight spaces to connect cabling and peripherals as required.

Travel

• Must attend KLC conferences as needed to provide on-site IT support for equipment.

Preferred Qualifications

• Associate’s degree in Information Technology or related field or equivalent experience.
• One to three years of experience working in Information Technology.
• Proficiency in Windows operating systems, Microsoft 365, and common business applications.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory and user management tools.
• Strong written and verbal communication skills.

Education and Experience: One to three years professional experience in IT.

Special Requirements: Possession of an appropriate driver’s license valid in the Commonwealth of Kentucky.