onsite
Help Desk Technician - Direct Relief
Software Engineer
Support end‑user devices and AV systems, triage help desk tickets, and provide secure, reliable technology solutions for staff.
About the role
Key Responsibilities
- Serve as the first point of contact for incoming help desk tickets, reviewing, categorizing, and prioritizing them based on urgency and impact.
- Provide troubleshooting and resolution for Windows, macOS, and Linux desktop and laptop issues, including hardware, software, and connectivity problems.
- Assist with the setup, maintenance, and support of AV and meeting room technology, ensuring reliable operation for staff and visitors.
- Collaborate with IT teams to document solutions, update knowledge bases, and improve ticketing processes.
- Maintain a proactive, customer‑focused approach, communicating clearly with users and escalating complex issues as needed.
Requirements
- Strong foundational knowledge of Windows, macOS, and Linux operating systems.
- Basic networking concepts and experience troubleshooting network connectivity.
- Experience with help desk ticketing systems and documentation.
- Excellent communication skills and a proactive, solution‑oriented mindset.
- Willingness to learn and grow within an IT support environment.