Help Desk Technician
Confirmed on the employer's own hiring board on Nov 12, 2026. First seen by Alion on Nov 12, 2026.
The help desk technician is responsible for working directly with lab staff to provide basic technology support.
Responsibilities
Answer incoming support requests, log tickets in a service desk platform (e.g., SolarWinds), and track issues from open to resolution.
Install, configure, troubleshoot, and repair desktop/laptop computers, mobile devices, printers, scanners, and standard business applications (Windows, macOS, Microsoft 365).
Handle password resets, account lockouts, user onboarding/offboarding, and basic Active Directory (AD) or Azure/Entra ID permissions.
Diagnose root causes and escalate complex, unresolved, or high-impact network/server issues to Tier 2/Tier 3 engineering teams.
Write and update internal knowledge base articles, FAQ guides, and step-by-step troubleshooting logs.
Performs other duties as assigned.
Minimum Qualifications:
- Bachelor's Degree and 0-3 years of relevant experience OR an associate’s degree with 4 years of relevant experience. 8 years of relevant experience will also be considered in lieu of a degree.
- Proficiency in Windows and macOS administration.
- Understanding of TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
- Familiarity with ticketing systems, endpoint management (Intune, SCCM, JAMF), and productivity suites (Microsoft Office 365).
- Ability to translate complex technical jargon into plain, patient language for non-technical users.
- Calm demeanor when assisting stressed or frustrated end-users.
- Ability to prioritize urgent system outages against routine day-to-day requests.
Preferred Qualifications:
- Experience in a customer service, call center, or help desk setting.
- Familiarity with troubleshooting common PC hardware problems.
- Ability to work responsibly with or without direct supervision