Help Desk Technician

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.

• 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).

• Skills:

• 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.