Description
Overview
Blue Heron is seeking a skilled IT Help Desk Technician to provide day-to-day technical support across the organization and help ensure the reliable operation of company technology systems. This role serves as a key point of contact for end users, troubleshooting issues, maintaining hardware and software, supporting onboarding, and assisting with IT infrastructure and security systems. The ideal candidate is service-oriented, technically strong, and comfortable working in a fast-paced environment. This position requires travel to company properties and participation in a rotating on-call schedule.
Key Responsibilities
- Serve as the first point of contact for IT support requests across the organization.
- Troubleshoot and resolve hardware, software, printer, mobile device, and basic network issues.
- Install, configure, maintain, troubleshoot, and decommission end-user devices and other technology systems.
- Assist with the administration and support of on-premises and cloud-based systems.
- Support the setup, maintenance, and monitoring of network, security, and related infrastructure systems.
- Manage and document incidents, service requests, and resolutions through the help desk ticketing system and other support channels.
- Provide end-user training and guidance on company technology systems, tools, and best practices.
- Assist with employee onboarding and offboarding, including account provisioning, device setup, and access management.
- Collaborate with the broader IT team on system upgrades, rollouts, projects, and process improvements.
- Help maintain accurate inventory, documentation, and standard operating procedures for IT systems and support activities.
Requirements
- 3+ years of experience in IT support, help desk, or a related technical support role.
- Working knowledge of Windows and macOS operating systems.
- Solid understanding of computer hardware, software, networking, and general IT infrastructure.
- Experience supporting Microsoft 365, cloud-based platforms, and common business applications is preferred.
- Strong troubleshooting and problem-solving skills with the ability to prioritize and manage multiple tasks.
- Excellent communication, customer service, and interpersonal skills.
- Ability to travel to company properties as needed.
- Ability to participate in a rotating on-call support schedule.
- Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar are a plus.
Preferred Traits
- Highly organized and detail-oriented.
- Able to work independently while collaborating effectively with a team.
- Committed to providing excellent service and creating a positive support experience for end users.
- Adaptable and eager to learn new technologies.
