IT Helpdesk Specialist

Venture•Indianapolis, IN

About The Position

The IT Helpdesk Support Specialist provides first-line technical support to employees, diagnosing, troubleshooting, and resolving hardware, software, network, and technology-related issues. The role maintains end-user devices and peripherals, supports Microsoft 365 applications and services, administers user access, and helps ensure a positive technology experience across the organization. The position supports the installation, configuration, maintenance, and lifecycle management of computers, printers, mobile devices, and related equipment. It also serves as a resource for employee onboarding and offboarding, helpdesk ticket management, and day-to-day technology support, with a focus on customer service and operational efficiency.

Requirements

Associate's degree in Information Technology, Computer Science, Management Information Systems (MIS), or a related field; or an equivalent combination of education, training, and experience.
Two or more years of experience in an IT Helpdesk, Desktop Support, or Technical Support role.
Experience supporting Microsoft 365 environments.
Experience with helpdesk ticketing systems and endpoint management tools.
Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or similar.
Strong customer service orientation and commitment to providing an exceptional end-user experience.
Excellent troubleshooting, analytical, and problem-solving skills.
Ability to prioritize workload and manage multiple tasks in a fast-paced environment.
Strong verbal and written communication skills.
Ability to explain technical concepts to non-technical users.
Working knowledge of Windows operating systems, Microsoft 365 applications, and common business technologies.
Ability to work independently and collaboratively within a team environment.
Strong organizational skills and attention to detail.
Ability to maintain confidentiality and handle sensitive information appropriately.
Strong listening skills to understand customer concerns, respond with thoughtful solutions, and handle criticism constructively and without emotional reactivity.

Nice To Haves

Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Technology, or a related field.
Experience supporting Microsoft Entra ID (Azure AD), Active Directory, Intune, or endpoint management solutions.
Experience with remote support tools and mobile device management platforms.
Familiarity with networking fundamentals, VPN connectivity, and basic cybersecurity practices.
Proficiency with Microsoft Office applications, including Excel, Outlook, Word, Teams, and PowerPoint.

Responsibilities

Provide first-level technical support for hardware, software, network, printer, mobile device, and application-related issues.
Respond to, troubleshoot, and resolve helpdesk requests in a timely and professional manner.
Monitor and manage helpdesk ticket queues, prioritizing and escalating issues as appropriate.
Diagnose and resolve workstation, laptop, printer, and peripheral equipment issues.
Install, configure, test, and deploy computers, monitors, printers, mobile devices, and related technology equipment.
Perform software installations, upgrades, patches, and troubleshooting.
Set up and maintain user accounts, email accounts, security groups, and system access permissions.
Manage IT onboarding and offboarding, including account provisioning, equipment deployment, and access management.
Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
Maintain accurate inventory records of technology assets, software licenses, and assigned equipment.
Assist with hardware refreshes, technology deployments, and workstation relocations.
Document technical issues, resolutions, procedures, and knowledge base articles.
Identify recurring issues and recommend process improvements to enhance service delivery and user experience.
Collaborate with internal IT team members and third-party vendors to resolve technical issues.
Escalate complex technical issues to appropriate IT personnel when necessary.
Assist with maintaining technology security practices, including endpoint protection and access controls.
Maintain regular and reliable attendance.
Perform other duties and special projects as assigned.