Help Desk Support Technician

Helix Traffic Solutions•Murfreesboro, TN

4d•Hybrid

About The Position

Helix Traffic Solutions is seeking a proactive and customer-oriented Helpdesk Support Technician to join our growing IT team. In this hybrid role, you will provide Tier 1 technical support for our internal users, assist with device and system deployment, and support daily IT operations across a dynamic and evolving environment. This position will serve as a front-line contact for technical issues, with a primary focus on Office 365, mobility, printers, password resets, laptop deployments, and user onboarding/offboarding. This role also supports a hybrid workforce, including approximately 30 local users, and will occasionally include executive-level support. With our ongoing acquisition-based growth model, standardization is prioritized, but acclimating to divisional differences and growing ticket volumes is an evolving challenge you’ll help us manage.

Requirements

Solid understanding of Microsoft Office 365 suite and common troubleshooting scenarios
Experience with Active Directory, Exchange Online, and remote desktop support tools
Familiarity with laptop imaging tools and deployment processes
Competence in supporting mobile devices across iOS and Android platforms
Ability to support local and network printers remotely and in-person
2+ years in an IT Helpdesk or Desktop Support role, preferably in a hybrid or remote support model
Experience supporting a distributed workforce and high-volume ticket environments
Strong written and verbal communication skills
Empathetic, solution-focused mindset with attention to customer experience
Self-motivated and organized, with strong time management skills

Nice To Haves

Exposure to executive support or high-priority issue handling a plus

Responsibilities

Serve as the first point of contact for IT support requests via ticketing system, phone, chat, or in-person walk-ups.
Troubleshoot and resolve technical issues related to: Microsoft Office 365 suite (email, Teams, OneDrive, SharePoint, etc.), User password resets and MFA/SSO issues, Laptop provisioning, configuration, imaging, and deployment, Printers and multi-function devices (network and local), Mobile device setup (iPhones, Samsung tablets) and basic MDM support, VPN, remote access tools, and work-from-home connectivity.
Execute onboarding and offboarding tasks, including account creation/deactivation, permission management, and equipment provisioning.
Coordinate shipping, imaging, and setup of laptops and accessories for new hires.
Track and recover IT assets during offboarding processes.
Log all support actions in the ticketing system, even for walk-ups or phone-based support.
Follow established SOPs and contribute to documentation improvements.
Be present onsite at least 3 days per week, unless business needs require additional in-person support.
Perform remote support efficiently during offsite days, maintaining response time and communication standards.
Provide elevated support to approximately 30 onsite users, including periodic executive-level assistance.
Ensure courteous, professional handling of sensitive and high-priority requests.
Embrace a dynamic IT environment shaped by acquisitions and organizational expansion.
Quickly adapt to varying processes across divisions, helping users through transitional phases.
Remain flexible and open to evolving responsibilities as the business scales.