The IT Help Desk & Network Analyst role involves providing on-site and remote technical support for business users, focusing on day-to-day technical support, network troubleshooting, hardware installation, and maintenance. This role provides critical support to end users and addresses challenges with computer hardware, software, and company devices. This individual will troubleshoot technical issues efficiently and effectively, ensuring seamless operations and contributing to a productive work environment. The IT Technician position is integral to maintaining the company’s technical infrastructure and delivering exceptional service to all team members.

Your key responsibilities will include:

Provide technical support in a professional manner to users by researching and answering questions, troubleshooting problems, maintaining hardware performance, and documenting and closing tickets efficiently.
Complete tasks via email or ticket system to troubleshoot equipment hardware and software problems.
Set up computers, and install desktop software applications, and test network connections to ensure proper functioning of computer systems.
Respond to escalated requests from the help desk for issues related to computers, phones, printers, faxes, and scanners.
Handle daily technical support activities on desktop support, data network, and server management.
Interact with staff on desktop problems to ensure customer satisfaction and resolution.
Ensure that tickets in the system queue are being completed on time.
Assist with and update assigned support service requests.
Work on IT projects (independently or with collaboration from others).
Occasionally work after hours and/or on weekends.
Required to be onsite.
Perform all other duties and/or projects as assigned by a supervisor or manager.

2-3 years of experience in a help desk or IT support role
Proven experience in desktop support for Windows 10/11 environments
Experience in the mailbox management within Microsoft 365 (M365)
Proficiency in the Microsoft 365 admin center for user and group management
Active Directory experience, including user account management and permissions
Hardware troubleshooting expertise (laptops, printers, A/V meeting room equipment)
Experience managing hardware peripherals (e.g., monitors, docking stations, Cell phones, and Tablets)
Basic knowledge of troubleshooting networks, Wi-Fi, and mobile devices
Strong interpersonal and customer service skills, with the ability to influence and engage others positively
Excellent problem-solving and troubleshooting abilities
Ability to organize, prioritize, and manage multiple tasks efficiently
Effective communication skills, both written and verbal
Proactive, with the ability to work independently and as part of a wider team

At ViaSun Corporation, we value our employees' health and well-being, offering a comprehensive benefits package to support you and your family. Benefits include:

Health Insurance: Medical, Dental, and Vision plans to meet diverse healthcare needs.
Employee Stock Ownership Plan (ESOP): An opportunity to become a stakeholder and share in the success of our company.
Supplemental Coverage: Critical Illness, Accident Insurance, and Hospital Confinement coverage for additional peace of mind.
401(k) Retirement Plan: Invest in your future with our 401(k) plan, featuring competitive matching to help grow your retirement savings.

ViaSun Corporation is an equal opportunity employer committed to diversity and inclusion in the workplace.

ViaSun Corporation

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IT Help Desk Technician