Help Desk Technician

About Us:

At Wingspan Life Resources, we pride ourselves on providing exceptional IT support and service to our employees and clients. Our team is expanding, and we're looking for a Help Desk Technician who is passionate about technology, solving problems, and delivering top-notch customer service. If you thrive in a fast-paced environment and have a strong technical background, we want to hear from you!

Key Responsibilities:
Provide first-line technical support to employees or customers via phone, email, or chat.

Diagnose and resolve issues with hardware, software, and networking, ensuring timely resolution.

Log and track incidents in the ticketing system, escalating complex issues to senior IT staff as needed.

Assist with setting up, configuring, and maintaining computers, software, and networking equipment for both local and remote employees.

Troubleshoot and fix problems related to operating systems, applications, connectivity, and other IT-related tools.

Provide training and guidance to end users on basic technology use and IT best practices.

Manage and maintain IT assets including software installations, updates, and hardware configurations.

Document common troubleshooting steps, solutions, and user guides to improve internal knowledge base.

Stay current on the latest IT trends and tools, implementing new solutions to improve efficiency and effectiveness.

Collaborate with the IT team to help implement system upgrades, backups, and general system maintenance.

Required Skills & Experience:
Proven experience as a Help Desk Technician or similar IT support role.

Strong knowledge of Windows and macOS operating systems (Linux experience a plus).

Familiarity with common software (e.g., Microsoft Office Suite, Google Workspace, email clients, VPNs).

Basic networking knowledge: understanding of LAN/WAN, TCP/IP, DHCP, DNS.

Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow, Freshservice).

Strong troubleshooting and problem-solving skills.

Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

Ability to handle multiple priorities and work under pressure in a fast-paced environment.

Customer service mindset with a positive attitude and patience when dealing with users' issues.

Attention to detail and a proactive approach to solving technical problems.

Nice to Have:
IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional).

Experience with remote support tools (e.g., TeamViewer, LogMeIn, AnyDesk).

Familiarity with cloud platforms like Google Cloud, AWS, or Azure.

Experience with ticket escalation and working with senior technical staff on more complex issues.

Experience in cybersecurity basics (e.g., firewalls, antivirus, endpoint protection).

Why Join Us?
Competitive Pay: We offer a competitive salary and opportunities for performance bonuses.

Career Development: We invest in your growth with training, certifications, and a clear path for career advancement.

Flexible Work Environment: Enjoy a hybrid work model with flexible hours (remote work options available).

Collaborative Team: Work in a supportive and team-oriented environment with access to a diverse group of IT professionals.

Innovative Technology: Be part of a company that uses the latest tools and technology, allowing you to enhance your skills and knowledge.

Comprehensive Benefits: Health, dental, and vision insurance, paid time off, 401(k) matching, and more.

Work-Life Balance: We believe in maintaining a healthy work-life balance and offer generous time-off policies.