Information Systems Technician (Help Desk & Onsite IT Technician)

Job Overview: White Horse Distribution is looking for an enthusiastic and technically proficient Information Systems Technician to join our IT support team. This role combines help desk support and onsite IT services, ensuring that employees have the tools and technical support they need to work efficiently. As an Information Systems Technician, you will play a critical role in maintaining the organization’s IT infrastructure, resolving technical issues, and ensuring smooth operations across all systems and devices.

Key Responsibilities:

1. Help Desk Support:
   • Provide technical support to end-users by responding to help desk tickets and troubleshooting issues remotely.
   • Diagnose and resolve hardware, software, and network issues via phone, email, or remote desktop tools.
   • Manage and track IT service requests and incidents through the help desk system, ensuring timely resolution.
   • Provide first-line support for issues related to workstations, printers, software applications, and network connectivity.
   • Assist with onboarding new users by configuring workstations, setting up accounts, and providing technical training as needed.
2. Onsite IT Support:
   • Respond to and resolve IT-related issues onsite, including hardware repairs, software installations, network connectivity, and general technical support.
   • Ensure all equipment, systems, and software are running efficiently and are properly maintained.
   • Perform routine preventive maintenance on IT hardware, including desktops, laptops, printers, and networking equipment.
   • Troubleshoot and resolve more complex technical issues that cannot be resolved remotely.
   • Assist with setting up conference rooms, presentations, and other collaborative spaces with the appropriate IT equipment.
3. System Maintenance & Installation:
   • Install, configure, and update software applications, security patches, and operating systems on company devices.
   • Ensure all hardware is up to date and performs system checks to ensure optimal functionality.
   • Set up and maintain peripheral devices such as printers, scanners, and mobile devices.
   • Perform regular backups and system restores when needed.
4. Network & Security Support:
   • Assist in maintaining and supporting local area networks (LANs), wide area networks (WANs), and wireless networks.
   • Implement and maintain security protocols, including antivirus software and firewalls, to protect company data and IT assets.
   • Troubleshoot network connectivity issues and work with vendors to resolve complex network-related problems.
5. Documentation & Reporting:
   • Maintain clear and concise records of all technical support requests and resolutions within the help desk system.
   • Document all IT procedures, system configurations, and troubleshooting guides for internal use.
   • Provide regular reports on IT performance, service desk activity, and incident resolution times.
   • Assist in creating and maintaining user guides, FAQs, and other IT documentation for staff reference.
6. User Training & Support:
   • Provide user training and guidance on software and hardware usage, ensuring users understand how to troubleshoot basic issues.
   • Offer support for company-specific applications and tools, including explaining best practices and troubleshooting common issues.

Qualifications:

• Associate’s degree or certification in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience in IT support, help desk, or technical support roles.
• Strong knowledge of Windows and macOS operating systems, software applications, and network troubleshooting.
• Hands-on experience with desktop hardware, printers, and peripheral devices.
• Familiarity with office productivity software (Microsoft Office Suite, Google Workspace, etc.).
• Good understanding of networking concepts (IP addressing, DNS, DHCP, VPN).
• Strong problem-solving skills and ability to work independently to troubleshoot technical issues.
• Excellent communication and customer service skills to assist non-technical users effectively.
• Ability to prioritize tasks, manage time effectively, and work under pressure.

Preferred Qualifications:

• Experience with Active Directory, Office 365 administration, and ticket management systems (e.g., ServiceNow, Zendesk).
• CompTIA A+, Network+, or other relevant IT certifications.
• Experience with remote desktop support tools and mobile device management (MDM).
• Previous experience in a distribution, warehouse, or retail environment is a plus.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and certifications.
• A collaborative and supportive work environment.
• Hands-on experience with a variety of IT systems and technologies.

How to Apply:

Interested candidates should submit their resume and cover letter through our careers portal. White Horse Distribution is an equal-opportunity employer committed to fostering diversity and inclusion in the workplace.