Job Title: Help Desk Technician
Location: Bristol, RI (On-site at various Town facilities and remote as needed)
Duration: Long Term Contract
Job Summary:
The Help Desk Technician provides first-line technical support to Town of Bristol staff across multiple departments, handling hardware, software, and network issues via remote, email, and on-site support. This role manages an online ticketing system and ensures prompt resolution of user issues during normal business hours.
Key Responsibilities:
- Provide remote and on-site technical support during Town Hall’s normal business hours (Monday–Friday, 8:00 AM–4:00 PM).
- Set up new users, edit, or remove existing users on the network, hardware, and software systems.
- Install, configure, and troubleshoot PCs, laptops, printers, and software (e.g., Microsoft Office 365, Nitro Pro).
- Diagnose and resolve desktop application issues and perform hardware repairs.
- Apply Windows patches, updates, and preventative maintenance tasks.
- Manage and track support requests via an online ticket submission system with commenting and request tracking capabilities.
- Provide monthly updates on significant support patterns or issues.
- Assist with software and hardware purchases and installations as requested.
- Conduct one-on-one training for Town staff on standard applications and user rights.
Qualifications:
- Education: Associate’s degree in Information Technology or related field, or equivalent experience.
- 2–3 years of experience in help desk or technical support roles.
- Familiarity with Microsoft Office 365, Windows operating systems, and common office applications.
- Experience with ticketing systems and remote support tools.
- Certifications (preferred):
- CompTIA A+ or Microsoft Certified Professional (MCP).
- Strong customer service and communication skills.
- Ability to troubleshoot hardware and software issues efficiently.
- Proficiency in managing ticketing systems and documenting support activities.
- Availability: Must be available for on-site support during regular business hours and remote support as needed.