IT Helpdesk Technician

UES is a national consulting firm providing geotechnical engineering, environmental consulting, and materials testing and inspection services. The IT Helpdesk Technician will provide remote technical support to internal users, troubleshoot hardware and software issues, manage user access and devices, and escalate complex issues as needed.

What you'll do:

• Provide technical support to end users, including troubleshooting hardware, software, networking, and system issues
• Respond to and address all support desk enquiries and provide technical support, track and monitor issues
• Follow established IT UES internal end user Service Level Agreement to ensure a timely resolution
• Assist with onboarding and offboarding processes including setting up and deactivating user accounts, hardware, and software access
• Coordinate needed repairs over the phone or through remote communications
• Install and configure applications on desktops, laptops, handheld devices
• Maintain current knowledge of technology trends, tools, and best practices relevant to the role
• Escalate complex issues to senior IT staff or vendors as needed and assist with issue resolution
• Collaborate with team members on IT projects and initiatives as assigned
• Perform other duties and responsibilities as required to support the department

What they're looking for:

• High School Diploma and/or an Associate's degree in Information Systems, Computer Science, or a related field, or equivalent technical certifications and experience
• 1-3 years of experience in IT Helpdesk or support related technical role
• Proficiency with Windows and/or Mac operating systems, Microsoft Office Suite, and common business software applications
• Proficient in mobile technology e.g. IOS and Android devices
• Basic understanding of networking concepts and hardware (e.g., routers, switches, VPN)
• Experience with ticketing systems and IT asset management tools
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Ability to manage multiple priorities and respond to user needs in a timely manner
• A CompTIA certification (A+, Network+, or Security+)

Benefits:

• Remote work arrangement