Role Description
The IT Help Desk Technician is responsible for providing technical support to end-users, troubleshooting hardware and software issues, and ensuring the smooth operation of the organization’s IT systems. This role serves as the first point of contact for IT-related issues and ensures timely resolution of problems to minimize downtime and maintain productivity.
Tasks & Duties:
· Provide Technical Support: Offer first-line support to end users for hardware, software, and network issues via phone, email, or in person.
· Troubleshoot and Resolve Issues: Diagnose and resolve various technical problems related to operating systems, applications, and network connectivity.
· User Account Management: Create, manage, and deactivate user accounts and permissions in Active Directory or other access management systems.
· Hardware & Software Setup: Set up and configure computers, printers, and other peripherals, ensuring systems are ready for use.
· System Updates & Maintenance: Perform routine maintenance, including updates, patches, and security upgrades on software and systems.
· Ticketing System Management: Log and track all support requests and incidents in the IT ticketing system, ensuring timely resolution and follow-up.
· Install & Configure Software: Assist with the installation and configuration of software applications and ensure they are properly functioning.
· Network Assistance: Assist users with network-related issues such as connectivity problems, VPN setup, and wireless network issues.
· Documentation: Maintain accurate documentation for IT processes, troubleshooting guides, and solutions to commonly encountered issues.
· Inventory Management: Assist in managing the inventory of IT equipment and ensure proper tracking and recording of hardware assets.
Monitor System Performance: Perform regular checks on system performance, identifying potential issues before they escalate
Qualifications & Experience:
· Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent work experience. Certified Network Associate (CCNA) preferably.
· 3-5 years of experience in an IT support role, preferably in a Help Desk or IT support environment.
· Hands-on experience with troubleshooting hardware, software, and network issues.
· Familiarity with various office productivity tools like Microsoft Office 365, Google Workspace, and others.
· Experience with network devices, routers, switches, and wireless connectivity solutions.
· Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
· Strong attention to detail, problem-solving skills, and a proactive approach to issue resolution.
· Ability to adapt quickly to new technologies and tools.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
- 3-5 years of experience in an IT support or help desk role
- Hands-on experience troubleshooting hardware, software, and network issues
- Experience managing user accounts and permissions in Active Directory
- Familiarity with Microsoft Office 365
- Familiarity with Google Workspace
- Experience with network devices (routers, switches) and wireless connectivity solutions
- Experience with VPN setup and connectivity troubleshooting
- Experience using and managing IT ticketing systems
- Excellent communication and interpersonal skills
- Strong attention to detail, problem-solving skills, and proactive approach
- Certified Network Associate (CCNA)
What We Do
ML Group is a full-service design and development firm specializing in turnkey implementation and consulting services for real estate development and asset management. The company operates across the United States, serving the multifamily, healthcare, office, hospitality, and residential sectors. Their expertise includes project advisory, architecture, interior design, and construction management, with a focus on transforming assets and enhancing the built environment.
