IT Helpdesk Technician

Jobtailor; Walnut Creek (CA); On-site; USD 45,000 - 60,000; Full time

Job summary

Jobtailor in Walnut Creek, CA is seeking an IT Help Desk Associate to manage the help desk ticketing system, handle Tier 1 support, and assist the IT team with daily operations. The role requires strong customer service and basic networking knowledge.

The ideal candidate has at least 1 year in IT, a High School Diploma or GED, and familiarity with Windows OS and hardware. A+ certification is a plus, and the role involves asset management and remote/onsite problem resolution.

Qualifications

• High School Diploma or GED required.
• A+ Certification preferred but not required.
• 1 year in IT.
• Hands-on experience providing level 1 support.
• Familiarity with Windows operating systems and basic hardware.

Responsibilities

• Manage the help desk ticketing system and SLA coverage.
• Inventory control and asset management.
• Shipping and packing duties.
• Answer emergency help-desk phone line.
• Assist with Tier 1 ticket resolution and IT projects as needed.
• Respond to technical requests via phone, email, or ticketing system to maintain SLAs.
• Track statistics on issue resolutions.
• Collaborate with systems and network teams to resolve issues.
• Triage issues via phone and ticketing system; delegate duties.
• Ensure tasks are completed on time.
• Provide asset tracking and shipping/tracking duties.

Skills

Help Desk Management

Customer Service

Active Directory Knowledge

Windows Troubleshooting

Problem Diagnosis

Education

High School Diploma or GED

A+ Certification

Tools

Ticketing Systems

Citrix Xen Desktop

Cloning/Imaging Software

Networking Administration

Job description

• Manage the help desk ticketing system
• Inventory control and management
• Shipping and packing
• Answer emergency help-desk phone line
• Assist with Tier 1 ticket resolution
• Assist IT team in projects and daily operations as needed
• Respond to technical requests by phone, email, or ticketing system as needed to maintain SLAs and Help Desk coverage
• Track statistics on issue and problem resolutions
• Work with systems and network teams to resolve customer issues
• Answer help desk phone line and triage issues as needed
• Ensure duties are delegated properly and tasks are complete on time
• Asset management, shipping and tracking

Requirements

• Highschool Diploma or GED
• A+ Certification (nice, but not required)
• Excellent Customer Service
• 1 year in IT
• Citrix Xen Desktop experience (nice but not required)
• Familiarity with cloning/imaging software for desktops/laptops
• Hands on experience providing level 1 support
• Basic knowledge of Active directory or similar user management technology
• Ability to quickly diagnose technical problems in person or remote
• Ability to manage multiple projects
• Ability to lift 50 pounds
• Understanding of general networking administration and Windows-based PC troubleshooting
• Ability to manage/administer ticketing systems
• Mac experience nice, but not required
• Windows Operating Systems knowledge
• Understanding of basic hardware (Laptop/Desktop/hardware peripherals)

Core Competencies

Demonstrates proficiency in managing help desk operations, including ticketing systems and customer support, while ensuring timely resolution of technical issues. Possesses foundational knowledge in networking administration and Windows-based troubleshooting.

Highest-signal resume keywords

• Help Desk Management
• Customer Service Excellence
• Active Directory Knowledge
• Windows Operating Systems
• Technical Problem Diagnosis

ATS Optimization Keywords

Hard Skills

• Help Desk Ticketing System Management
• Inventory Control
• Technical Support Level 1
• Cloning/Imaging Software Familiarity
• Networking Administration
• Windows Troubleshooting
• Asset Management
• Basic Hardware Knowledge
• Project Management
• Emergency Help Desk Response

Soft Skills

• Excellent Communication
• Time Management
• Problem-Solving
• Team Collaboration
• Task Delegation

Certifications & Qualifications

• High School Diploma or GED
• A+ Certification

Industry Keywords

• IT Support
• Help Desk Operations
• Customer Issue Resolution
• Technical Requests
• SLA Maintenance

Tools & Technologies

• Ticketing Systems
• Citrix Xen Desktop
• Windows Operating Systems
• Cloning/Imaging Software
• Help Desk Phone Systems