IT Helpdesk Support

Perry's Ice Cream•Akron, NY

2d•$26 - $33

About The Position

The IT Helpdesk Support role is the primary point of contact for IT requests and problem resolution, supporting team members by responding to help desk requests, troubleshooting issues, and providing a high level of customer service. As part of the Infrastructure Team, the position collaborates with other IT staff on infrastructure projects and shares responsibility for team-based after-hours support.

Requirements

Working knowledge of basic networking concepts, including DNS, DHCP, LAN, and WAN.
Demonstrated proficiency through experience, training, certification, and/or education in Microsoft Office 365 services.
Demonstrated proficiency through experience, training, certification, and/or education in Microsoft Windows Remote Desktop Services.
Demonstrated proficiency through experience, training, certification, and/or education in Microsoft Windows installation and configuration.
Demonstrated proficiency through experience, training, certification, and/or education in Microsoft Active Directory user and group management.
Demonstrated proficiency through experience, training, certification, and/or education in IP phone systems.
Demonstrated proficiency through experience, training, certification, and/or education in general IT troubleshooting and end-user support.
Ability to deliver outstanding customer service to a diverse group of users.
Ability to engage positively with team members and collaborate in a team environment.
Ability to work independently and effectively prioritize tasks.
Ability to troubleshoot thoroughly, identify root causes, and address the full scope of problems.
Ability to research solutions and present thoughtful recommendations.
Ability to follow established procedures and identify opportunities to document or improve processes.
Motivation to continually learn about technology and business operations.
Logical thinking and process-oriented problem-solving skills.

Nice To Haves

Two years of professional work experience preferred.

Responsibilities

Respond to help desk requests and incidents in a timely and professional manner.
Document help desk activities to support transparency and continuity.
Troubleshoot issues, research potential solutions, and determine appropriate actions.
Execute standard requests, including Active Directory changes, email and phone system updates, and handheld and end-user device support.
Recommend actions for non-standard requests and escalate issues when needed.
Support and follow IT security policies, standards, and best practices.
Maintain appropriate access controls and protect data during help desk and administrative tasks.
Monitor for and report potential security incidents, vulnerabilities, or suspicious activity.
Assist with IT security initiatives, audits, and compliance efforts as assigned.
Escalate requests to other IT team members when appropriate.
Update and maintain IT asset inventory when making changes.
Develop, update, and maintain documentation for IT processes and team member procedures.
Assist other IT team members as needed.
Assist with PC and laptop imaging and deployment.
Support onboarding and offboarding, including account creation and removal.
Participate in infrastructure projects with the IT team.
Share in providing after-hours, team-based IT support.