IT Helpdesk Support

Perry's Ice Cream•Akron, NY

22h•$26 - $33

About The Position

IT Helpdesk Support If you have a passion for Information Technology and enjoy collaborating with others, this position is just the ticket! Title: IT Helpdesk Support Department: Information Technology Reports to: IT Infrastructure Manager Classification: Hourly, non-exempt Join a Team That Supports Growth—and Each Other We work as a cohesive team to support a growing company, always looking for ways to improve processes and make each workday a great one. Beyond technical skills, our team values individuals who are upbeat, eager to learn, and ready to jump in to get the work done. If you enjoy solving problems, working with people, and growing your IT skillset, we’d love to hear from you. GENERAL STATEMENT OF DUTIES: Reporting to the IT Infrastructure Manager, the IT Helpdesk Support serves as the primary point of contact for IT requests and problem resolution. This role supports Perry’s team members by handling help desk requests, troubleshooting issues, and ensuring a high level of customer service. As part of the Infrastructure Team, this position also collaborates with other IT team members on infrastructure-related projects and shares responsibility for team-based, after-hours support.

Requirements

Delivering outstanding customer service to a diverse group of users
Positively engaging with team members and collaborating within a team environment
Working independently while effectively prioritizing tasks
Troubleshooting issues thoroughly to identify root causes and address the full scope of problems
Researching solutions and presenting thoughtful recommendations
Following established procedures to ensure consistent results, while also identifying opportunities to document or improve processes
Continually learning to expand understanding of technology and business operations
Demonstrating logical thinking and process-oriented problem solving
Working hard and having fun doing it
2 years of professional work experience preferred
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 Microsoft Windows Remote Desktop Services Microsoft Windows installation and configuration Microsoft Active Directory (user and group management) IP phone systems General IT troubleshooting and end-user support

Responsibilities

Serve as the main contact for the IT Help Desk, responding to requests and incidents in a timely and professional manner
Document all help desk activities to ensure transparency and continuity for both IT and team members
Troubleshoot issues, research potential solutions, and determine the appropriate course of action
Follow established procedures to execute standard requests, including: Active Directory changes Email and phone system updates Handheld and end-user device support
Recommend appropriate actions for non-standard requests and escalate issues when needed
Support and adhere to IT security policies, standards, and best practices
Maintain appropriate access controls and data protection when performing 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 executing changes
Develop, update, and maintain documentation for IT processes and team member procedures
Provide assistance to other members of the IT team as needed
Assist with PC and laptop imaging and deployment
Support new team members onboarding and offboarding, including account creation and removal
Participate in infrastructure projects alongside the IT team
Share in providing after-hours, team-based IT support

Benefits

You’ll be part of a supportive, knowledgeable IT team that values growth, collaboration, and continuous improvement—while making a meaningful impact on the daily success of our team members.

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