IT Helpdesk Representative

As a Helpdesk Representative I, you will play a vital role in supporting field technicians by preparing, configuring, and troubleshooting Dell PCs. This position combines hands-on equipment setup with remote support responsibilities. You’ll ensure all systems are built to standard, shipped accurately, and supported effectively over the phone. This role is ideal for someone who enjoys both technical work and helping others resolve IT issues.


Key Responsibilities
* Assemble and configure Dell desktop PCs for deployment
* Apply standardized imaging and setup procedures to ensure uniformity across devices
* Work directly with field technicians over the phone to guide setup and resolve hardware/software issues
* Document build steps, issues, and resolutions using internal ticketing systems
* Ensure timely staging, packaging, and shipping of PC equipment to field locations
* Coordinate with internal IT teams for escalated technical support
* Maintain an organized workspace and track inventory of devices and peripherals
* Contribute to ongoing improvement of setup documentation and support procedures


Minimum Qualifications
* Associate degree or equivalent experience in Information Technology, Computer Science, or a related field
* 1+ years of hands-on experience with computer hardware setup, imaging, or technical support
* Basic understanding of Windows operating systems and Dell hardware platforms
* Familiarity with IT service management concepts (e.g., ticketing systems, incident tracking)
* Ability to communicate clearly and patiently over the phone with non-technical users
* Must be able to lift and move PC equipment as needed (up to 40 lbs.)


Preferred Skills
* Experience working with imaging tools and deployment utilities
* Strong troubleshooting skills for common hardware and software issues
* Understanding of remote access tools and basic networking
* Ability to work independently and manage multiple setup tasks simultaneously
* Clear and concise documentation and communication abilities