Helpdesk Support Technician
About The Position
The Helpdesk Technician is the first point of contact for all incoming IT support requests. This role focuses on timely ticket intake, triage, basic troubleshooting, and providing excellent customer service to employees across the organization. The technician resolves routine hardware, software, and account-related issues, performs initial diagnostics, documents all work in the IT ticketing system, and escalates more complex issues as needed. The ideal candidate is customer focused, detail oriented, has strong troubleshooting skills, excellent communication abilities, a passion for delivering exceptional customer service and eager to learn new technologies. This position reports to the Infrastructure and Operations Manager and requires regular in office presence, with some flexibility for remote work.
Requirements
- Associate’s degree in Information Technology, Computer Science, or equivalent experience.
- 3+ years of IT support experience
- Proficiency with Windows11 and Microsoft 365 administration.
- Experience with Active Directory, Azure AD/Entra ID, Intune/MDM, and Exchange Online.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with ITSM tools.
- Knowledge of cybersecurity tools and endpoint protection (ESET, CrowdStrike, etc.).
- Provides hands-on, advanced troubleshooting and support for computer hardware, including laptops, desktops, peripherals, and mobile devices, ensuring optimal performance and reliability.
- Experience with mobile phone support and migration (Apple and Android).
- Experience with Google G-Suite, Microsoft Office.
- Understanding of cybersecurity principles, including data protection, endpoint security, and user access controls.
- Excellent troubleshooting and analytical skills.
- Strong written and verbal communication abilities.
- Proven ability to multitask, prioritize, and work independently or collaboratively.
- Skilled in documentation, time management, and customer service.
Nice To Haves
- CompTIA A+, Security +, Network +, Microsoft IT Support, or Google IT Support certifications are a strong plus.
Responsibilities
- Manage and resolve all incoming IT tickets, ensuring prompt response, accurate documentation, and clear communication from start to finish.
- Troubleshoot and resolve hardware, software, and account-related problems across Windows, mobile, and M365 environments.
- Handle identity and access management tasks in Active Directory, Entra ID, and other directory systems.
- Support device imaging, patch management, and configuration.
- Provide support for corporate devices, ensuring timely resolution and escalation as necessary.
- Ensure all tickets include detailed notes describing troubleshooting steps, root cause, and resolution.
- Follow up with users to verify successful resolutions before closing tickets.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Assist remote users with setup of hardware and software.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Perform proactive maintenance on laptops, desktops, printers, and peripherals to optimize performance, apply updates, and prevent issues before they occur.
- Test fixes to ensure the problem has been adequately resolved.
- Monitor helpdesk queues ensuring timely triage and resolution of issues.
- Collaborate with Systems, Network, and Security teams to ensure stability and compliance.
- Document resolutions in the Service Request Management system.
- Develop, manage, and report on assigned projects.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Provide professional, empathetic, and responsive support to all users.
- Communicate technical details in a user-friendly way, ensuring users understand the resolution process.
- Proactively follow up on open tickets and ensure closure within defined SLAs.
- Collaborate with Senior Helpdesk Technicians and other IT team members for escalations and guidance.
- Participate in training sessions to learn new tools, technologies, and internal systems.
- Follow best practices in documentation, troubleshooting, and customer engagement.
- Contribute to the creation of knowledge base articles with guidance from senior staff.
Benefits
- May be eligible for an annual discretionary incentive.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
