Help Desk Technician

Are you the kind of person who gets excited about solving problems, helping others, and making tech feel less intimidating? Do you thrive on fast-paced days, learning new systems, and being the go-to tech guru when something just won’t work? If so, you might be the Help Desk Hero we’re looking for!

At Tnemec Company, Inc., we know that behind every successful team is great technology and even better people to support it. Our Help Desk Technician plays a vital role in making sure our systems, tools, and team members stay connected and productive across all locations.

🧠 What You’ll Do

As the Tier-1 first-line support, you'll be the friendly face (and voice) behind our IT support system, responding to issues both in person and remotely. You’ll help our internal users navigate everything from login issues to hardware hiccups and have a hand in keeping our systems running smoothly behind the scenes.

Here’s what your days may include:

• Serving as the first point of contact for IT support via our ticketing system, Zendesk
• Triage incoming tickets, routing app and technical issues to the right fix agents
• Using remote support tools, phone, or in-person communication to resolve problems
• Thoroughly documenting issues, root causes, resolutions, and follow-ups
• Working with the IT team to optimize support processes, aiming for first-contact resolution and reduced ticket volume
• Analyzing help desk trends and crafting strategies to improve service quality
• Escalating unresolved issues when needed and driving tickets to closure

💻 What You'll Support

Your support scope includes, but definitely isn’t limited to:

• Windows & Mac (small volume) endpoints
• Basic Windows Server troubleshooting
• Hardware/software diagnostics and repairs
• File and print services
• Active Directory management and user account issues
• Password resets, login issues, and MFA
• Microsoft 365 (Outlook, Office, OneDrive) support
• VPN, RDP, and Citrix remote access issues
• Printer/scanner/peripheral troubleshooting
• Endpoint security with Sophos
• Email filtering with Mimecast
• Remote support tools & technologies

You’ll also handle:

• New user and computer setups
• Hardware returns and shipments
• IT asset management and tracking
• Collecting feedback from users to improve IT service
• Suggesting smarter, better support procedures

🤝 Who You'll Work With

• Internal Users: From every department, our people are your people
• External Agency Office Staff & Representatives: Providing support that keeps the business moving

⚠️ Safety First

All Tnemec employees receive thorough training in safety, hazard awareness, and environmental precautions relevant to their roles and worksites.

🌟 Why Join Tnemec?

Because this is more than a help desk role, you’re the bridge between people and technology. At Tnemec, you’ll gain hands-on experience, be part of a collaborative IT team, and contribute to a company that values innovation, support, and continuous improvement.

📩 Apply now and bring your tech skills, and your people skills, to a team where they’ll really make an impact!

Qualifications

✅ What You’ll Bring

• Proven experience in a help desk or IT support role
• Excellent communication and customer service skills. You’re calm, clear, and helpful under pressure
• Strong organizational skills and attention to detail
• Ability to work independently and as part of a collaborative team
• Patience and empathy to deal with a range of tech users
• Experience with:
  • Windows desktop and hardware troubleshooting
  • Device management tools like Microsoft Intune
  • Process improvement and documentation
  • Windows Server basics (a plus, not required)

🎓 Education & Certifications

• One to two years of technical training or equivalent hands-on experience
• CompTIA A+ certification is a bonus, but not required