IT Helpdesk Support (Temp to Perm)

Halo Industries, Inc.•Santa Clara, CA

9h•Onsite

About The Position

We are seeking a motivated and detail-oriented IT Helpdesk Support (Level 1) to join our dynamic IT team. This role is responsible for providing first-line technical support to our users, resolving IT issues, onboarding-offboarding and escalating complex problems to specialist teams in various IT disciplines. The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service. This role is going to be onsite and is able to support on-call after hours.

Requirements

Associate's degree in IT, Computer Science, or related field
2+ years of experience in IT or a related field
Proficiency with Windows and macOS operating systems, Google G-Suite, Microsoft Office Suite, and common software applications.
Experience troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).
Basic knowledge of Active Directory and user account management.
Strong communication and customer service skills to assist non-technical users effectively.
Proficiency to prioritize tasks and manage time efficiently in a fast-paced environment.

Nice To Haves

Experience with ticketing systems (e.g., Jira, Zendesk) or IT service management tools.
Willingness to learn and adapt to new technologies and processes
CompTIA A+, Network+, or similar certifications are a plus

Responsibilities

Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.
Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
Assist users with software installations, account setups, and password resets.
Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation.
Escalate unresolved issues to Level 2 (Hybridge) or specialized teams with detailed documentation.
Maintain and update IT knowledge base articles and self-service wikis for common issues.
Perform routine maintenance tasks, such as software updates and system backups, as directed
Assist with onboarding new employees, including setting up workstations and accounts.
Adhere to company IT policies, procedures, and security protocols.
Provide new hire onboarding and off-boarding service support
Ability to work after hours, if needed.