Helpdesk Technician
About The Position
At Horrocks, we believe the best work comes from companies with values, that our people are our greatest resource, and that we have a responsibility to the communities where we live and work. As a Helpdesk Technician, you are a key contributor to a reliable, people-centered digital workplace by delivering frontline IT support and ensuring employees have the tools and confidence to do their best work. This role serves as the first point of contact for IT support and partners closely with Service Delivery leadership, Field Support Engineers, and enterprise IT teams to provide a consistent, friendly, and effective support experience across Horrocks offices.
Requirements
- 1–3 years of experience in IT support, helpdesk, or service delivery roles
- Working knowledge of Microsoft 365, Windows, and macOS environments
- Experience with Active Directory, user provisioning, and password management
- Basic understanding of networking, VPNs, and remote connectivity
- Strong customer service and communication skills with an empathetic approach
- Ability to prioritize tasks and manage multiple requests in a fast-paced environment
- Experience using ITSM or ticketing systems (e.g., ServiceNow, Halo, Jira)
- Must be based in a Tier 1 or Tier 2 Horrocks office to support hands-on needs
- Willingness to travel occasionally to other offices for training or coverage
Nice To Haves
- Bachelor’s degree in Information Systems or related field preferred
- Relevant certifications (CompTIA A+, Microsoft, ITIL Foundation) are a plus
Responsibilities
- Serve as the first point of contact for IT support requests, providing timely, professional, and empathetic assistance
- Deliver support through phone, chat, and IT ticketing systems
- Troubleshoot and resolve hardware, software, network, and user account issues
- Escalate complex issues to Field Support Engineers or specialized IT teams as needed
- Support employee onboarding by preparing devices, accounts, and system access
- Assist employees with Microsoft 365, Teams, and collaboration tools
- Coordinate with HR and IT teams to ensure smooth offboarding and asset recovery
- Accurately document and manage tickets within the ITSM platform
- Monitor ticket queues and meet defined SLAs and response time expectations
- Maintain clear and proactive communication with users throughout issue resolution
- Create and update knowledge base articles and support documentation
- Assist with hardware setup, software installation, and basic device maintenance
- Maintain accurate inventory and asset tracking records
- Participate in team meetings and continuous improvement initiatives
- Provide occasional on-site or regional office support as required
Benefits
- Medical, dental, vision, life, and disability insurance
- Generous paid time off
- 401(k): 50% match of contribution up to 6%
- Professional development opportunities including in-house training
- Paid professional organization membership and professional licensure
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
