IT Helpdesk Agent

Truly Free•Williamsburg, MI

6d•Onsite

About The Position

The IT Helpdesk Agent provides first-line technical support to employees across Truly Free Home. This role is responsible for troubleshooting hardware, software, network, account access, and general technology issues; onboarding new employees with the tools and systems they need; and maintaining a responsive, service-oriented internal IT experience. The ideal candidate is patient, resourceful, organized, and able to explain technical issues clearly to non-technical employees. This role requires strong follow-through, accurate documentation, and a commitment to providing excellent internal customer service.

Requirements

1–3 years of experience in an IT helpdesk, desktop support, technical support, or similar role preferred.
Strong troubleshooting and problem-solving skills.
Comfortable supporting Windows computers and common business software.
Familiarity with Microsoft 365, email, user accounts, and basic networking.
Ability to troubleshoot internet, Wi-Fi, printer, hardware, and software issues.
Strong customer-service orientation.
Excellent communication skills, both written and verbal.
Ability to prioritize multiple support requests and manage time effectively.
Strong attention to detail and follow-through.
Ability to work independently in a remote environment.
Ability to maintain confidentiality and handle employee information appropriately.

Nice To Haves

Experience supporting a remote workforce.
Experience with Microsoft 365 administration.
Experience with an IT ticketing/helpdesk system.
Familiarity with user provisioning and deprovisioning.
Basic understanding of networking, VPNs, DNS, and Wi-Fi troubleshooting.
Experience with device management or endpoint management systems.
Experience documenting IT processes and creating knowledge-base resources.

Responsibilities

Serve as the first point of contact for employees experiencing technology issues.
Troubleshoot computer, laptop, monitor, printer, peripheral, software, and connectivity problems.
Diagnose and resolve internet, Wi-Fi, VPN, and network access issues.
Assist employees with password resets, account access, and login issues.
Provide support for Microsoft 365 and other company software and applications.
Escalate complex technical issues to the appropriate IT resource or vendor.
Track support requests and ensure issues are followed through to resolution.
Maintain clear and accurate documentation of support activities and recurring issues.
Prepare computers and technology equipment for new employees.
Set up employee accounts, email, software, and system access.
Install and configure required applications and security tools.
Coordinate equipment delivery and setup for remote employees.
Ensure new employees have the technology and access necessary to be productive on their first day.
Assist with technology setup during employee transfers, promotions, and role changes.
Help employees understand and effectively use company technology.
Provide basic training and guidance on software, systems, and equipment.
Assist employees with technology-related questions and day-to-day technical needs.
Communicate technical information in a clear, patient, and non-technical manner.
Maintain a high level of responsiveness and professionalism when supporting employees.
Help maintain records of company computers, equipment, and other technology assets.
Assist with the deployment, replacement, recovery, and retirement of IT equipment.
Troubleshoot hardware issues and coordinate repairs or replacements when needed.
Maintain organized records of assigned equipment and employee technology.
Follow company IT security policies and procedures.
Assist with user access and permissions in accordance with established procedures.
Help identify and escalate potential security concerns, suspicious activity, or compromised accounts.
Support password and account security practices.
Maintain confidentiality of company and employee information.
Document common technical issues and solutions.
Help create and maintain internal IT support guides and knowledge-base materials.
Identify recurring problems and recommend solutions to reduce future support requests.
Assist with improving IT onboarding and helpdesk processes.
Maintain accurate records of IT support activities.