Help Desk Technician

Ironcore, a rapidly growing provider of managed and hosted technology services, is seeking a Help Desk Technician to join our team.

In this role, you will deliver first-level technical support via phone and remote channels for incidents and service requests reported to the Help Desk. Key responsibilities include initial assessment, triage, research, and resolution of first-level cases, commonly related to application software and infrastructure components.

You will ensure exceptional customer satisfaction by providing timely, effective support through phone, email, and remote tools for hardware, software, connectivity, and product-specific issues. Accurate ticket entry, clear communication, and adherence to established processes for issue resolution, request fulfillment, and escalation are essential to success in this position.

Help Desk Technician – Duties and Responsibilities

• Serve as the first point of contact for incident management, including issue identification, diagnosis, troubleshooting, tracking, escalation, and resolution of hardware and software problems related to computers, laptops, mobile devices, and peripherals.
• Fulfill technical service requests such as new system setups, software installations, user permissions, and configuration changes.
• Provide timely technical assistance via phone and electronic communication channels.
• Perform remote diagnostics and resolve hardware and software issues efficiently.
• Utilize available resources and follow standard help desk procedures to research and resolve user inquiries.
• Identify, diagnose, and resolve common computer-related problems.
• Handle routine user support tasks including password resets, access control, and account creation or termination.
• Troubleshoot and resolve end-user issues related to network connectivity, email access, and web applications.
• Participate in assigned projects, contributing technical expertise and support.
• Assist the Dispatch team with phone cov