Help Desk Technician
About The Position
As a member of the Information Technology team, the Help Desk Technician supports company-managed devices — Windows desktops and laptops, macOS, Android, and iOS — along with the applications and cloud services staff rely on. This is a customer-facing, front-line role responsible for resolving end-user issues across hardware, software, identity, and endpoint platforms, including triaging day-to-day security-related access issues, while working within established Service Level Agreements (SLAs) and change-management protocols. The ideal candidate has strong troubleshooting, time-management, and communication skills and a genuine customer-service orientation.
Requirements
- Generally 2–4 years of IT support, helpdesk, or desktop experience, or a combination of education and experience.
- Windows desktop/laptop and macOS support.
- Familiarity with MDM/endpoint management concepts (Intune).
- Familiarity with identity and Microsoft 365 fundamentals — Entra ID, Exchange Online, SharePoint Online.
- Familiarity with MFA enrollment/troubleshooting and conditional access concepts — hands-on user-facing troubleshooting experience; this role does not require policy administration experience.
- Basic networking fundamentals — TCP/IP, DNS, DHCP, VPN.
- ITSM/ticketing platform experience (Freshservice, Salesforce Service Cloud, JIRA).
- Basic scripting/automation exposure (PowerShell) a plus, not required.
- Education: High school diploma or equivalent required
Nice To Haves
- Associate's or Bachelor's degree a plus.
- Certifications (preferred, not required): CompTIA A+, Network+; Microsoft MS-900 (Microsoft 365 Fundamentals), CompTIA Security+.
- Experience supporting a distributed/hybrid workforce preferred.
Responsibilities
- Provide front-line support across email, chat, and ticket portal. Resolve incidents and service requests within established SLAs, escalating complex or policy-level issues to senior IT staff as needed.
- Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; flag recurring issues for root-cause review.
- Provision, image, and deploy Windows and macOS endpoints using Intune Autopilot in addition to supporting Android and iOS devices through MDM.
- Manage day-to-day account lifecycle tasks: onboarding and offboarding support, Entra ID account changes, security group and license assignment, device provisioning, and password resets.
- Support routine security-related IT operations and user access requests across tools including Rapid7, Cisco Umbrella, CrowdStrike, Cisco Duo, KnowBe4, and password manager; escalating unusual or high-risk issues to senior IT/security staff as needed.
- Support Microsoft 365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom.
- Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues.
- Maintain hardware and software asset inventory throughout the device lifecycle, including procurement requests, deployment, refreshes, warranty/RMA coordination, and vendor support.
- Maintain knowledge base articles, runbooks, and standard operating procedures (SOPs). Deliver end-user training and new-hire IT orientation.
- Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.
Benefits
- Medical
- Dental
- Vision
- Flexible Spending Accounts
- PTO
- Paid and Floating Holidays
- 401k with Company match and immediate vesting
- Company-funded Life Insurance
- Employee Assistance Programs
- No-cost Mental Health Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
