Helpdesk Technician

• Monitors, manages, and maintains the help desk ticket queue, ensuring incidents and service requests are acknowledged, prioritized, documented, and resolved or escalated in a timely manner.
• Provides Tier 1 technical support to employees for hardware, software, account access, and connectivity issues through in-person, telephone, email, and ticketing system requests.
• Troubleshoots and resolves common Windows 10 and Windows 11 operating system issues, including application errors, performance problems, configuration issues, and driver installations.
• Supports Microsoft 365 applications and services, including Outlook, Teams, Word, Excel, and other supported business applications.
• Creates, modifies, and maintains user accounts, group memberships, and access permissions in Active Directory in accordance with established procedures and security policies.
• Assists users with password resets, account lockouts, login issues, and other common authentication and access-related requests.
• Installs, configures, maintains, and troubleshoots desktop computers, peripherals, monitors, docking stations, and other end-user equipment.
• Troubleshoots and supports office printers, network printers, network scanning functionality, and Zebra label printers, including connectivity, driver, configuration, and print-quality issues.
• Diagnoses basic wired and wireless network connectivity issues, including Wi-Fi access, IP configuration, DNS, DHCP, and network resource connectivity.
• Installs, configures, and troubleshoots desktop applications, including Microsoft Office and Adobe applications, as well as other approved business software.
• Assists users with access to shared drives, network resources, printers, and other authorized business systems.
• Documents troubleshooting steps, resolutions, and relevant technical details in the ticketing system to maintain accurate service records and support knowledge sharing.
• Recognizes issues that require higher-level technical support and escalates them appropriately, providing clear documentation of troubleshooting performed and results observed.
• Follows up with users as needed to confirm resolution, ensure customer satisfaction, and close tickets in accordance with established procedures.
• Communicates technical information, troubleshooting steps, service updates, and resolutions in a clear, professional, and user-friendly manner.
• Follows established IT procedures, security policies, and escalation guidelines when providing support or making system changes.
• Performs all other duties as assigned or needed.

Qualification Requirements:

• High school diploma or General Education Development (GED) certificate required.
• One to two years of experience in a help desk/desktop support role.
• Hands-on experience supporting Windows 10 and Windows 11, including application installation, driver configuration, and basic operating system troubleshooting.
• Working knowledge of Active Directory, including creating and modifying user accounts, managing group memberships, and assisting with account access issues.
• Familiarity with Microsoft 365 applications and common end-user productivity tools.
• Experience troubleshooting desktop hardware, peripherals, printers, and common software issues.
• Familiarity with printer installation and configuration, network scanning, and Zebra label printers preferred.
• Basic understanding of networking concepts and protocols, including TCP/IP, DNS, and DHCP.
• Basic understanding of wired and wireless networking, including Wi-Fi connectivity, network switches, routers, and wireless access points.
• Experience using a ticketing system to track, document, prioritize, and manage support requests preferred.
• Experience in a customer service environment required.
• Familiarity with Adobe applications and other commonly used business software preferred.
• CompTIA A+, Network+, or Security+ certification preferred but not required.

UFP Technologies, Inc. is an Equal Opportunity/Affirmative Action employer Minorities/Women/Veterans/Disabled.

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