IT Help Desk Technician
About The Position
The IT Help Desk Technician provides front-line technical support for the organization’s end users and computing fleet. This full-time role is responsible for day-to-day desktop support, hardware and software troubleshooting, and the provisioning and onboarding of new hires to ensure a secure, seamless start. You will manage the new hire provisioning process, including hardware imaging, user account creation, and basic access setup, while maintaining the organization’s hardware inventory and supporting patch management, encryption, and identity management tasks on end-user devices. Complex or unresolved issues are escalated to the Cybersecurity & Infrastructure Engineer (Tier III). This position works closely with the Director of Infrastructure Services and the Cybersecurity & Infrastructure Engineer to keep end users productive and to support a secure, well-maintained device fleet.
Requirements
- Associate’s degree in information technology or related field, or equivalent hands-on experience.
- 3-5 years of help desk, desktop support, or related IT experience.
- Working knowledge of Windows and/or macOS environments, Microsoft 365, and Azure Active Directory.
- Familiarity with ticketing systems and basic hardware imaging/deployment tools.
- Basic understanding of security best practices (patching, encryption, identity/access management).
- Strong customer service orientation with clear, professional written and verbal communication.
- Ability to work independently, prioritize a ticket queue, and know when to escalate.
Responsibilities
- Serve as the first point of contact for help desk tickets, providing Tier I/II troubleshooting and support for end-user hardware, software, and connectivity issues.
- Automate and manage the new hire provisioning process, including hardware imaging, user account creation, and basic role-based access setup.
- Support onboarding logistics for new hires, ensuring devices and accounts are ready and configured prior to start date.
- Maintain the organization’s computing hardware inventory and assist with lifecycle management (deployment, repair, retirement) of end-user devices.
- Assist with patch management, encryption, and identity management tasks on end-user devices under established security standards.
- Escalate complex technical issues, security concerns, or infrastructure problems to the Cybersecurity & Infrastructure Engineer (Tier III).
- Support the rollout of security awareness training and reinforce a security-first culture among end users.
- Document recurring issues, common fixes, and standard operating procedures for the help desk.
- Perform other related IT support duties as assigned.
Benefits
- Competitive salary with performance incentives
- Health Care, Dental, and Vision Insurance
- Life, Short-Term & Long-Term Disability Insurance
- 401(k) with Company Contribution
- Paid holidays and vacation
- HSA, FSA, & Dependent Care FSA, as well as Legal, Hospital, & Pet Insurance
- Onsite Fitness Center
- Professional development and growth opportunities
- Collaborative and innovative work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
