Help Desk Technician

The Help Desk Technician provides first-level technical support and assistance for end-users across the organization. This role requires a foundational understanding of computer systems, software, and basic networking concepts, along with a strong commitment to customer service. The Help Desk Technician is responsible for triaging incoming support tickets, determining the appropriate resolution path, and escalating issues to the correct team when necessary. In addition to troubleshooting hardware and software issues, the Help Desk Technician supports other technology infrastructure to enable continuing innovation within Chalk Mountain technical infrastructure. This includes assisting in managing and troubleshooting remote systems in the field and maintaining accurate documentation of support activities. Occasional travel to remote locations is required on a scheduled and as-needed basis. This position will require outstanding customer service and communication, strong diagnostic skills, and attention to detail with a constant focus on system and infrastructure security. The Help Desk Technician works closely with the Service Desk Manager and other IT team members to ensure timely resolution of technical problems and contribute to the overall efficiency and security of the company's technology environment. This position reports to the Service Desk Manager.

About the Role

The Help Desk Technician is responsible for providing first-level technical support and assistance for end-users across the organization.

Responsibilities

• Provide outstanding customer service and clear communication to all end-users.
• Triage incoming support tickets, determine appropriate resolution paths, and escalate issues to the correct team when necessary.
• Occasionally troubleshoot and repair hardware as needed.
• Perform user