IT Helpdesk Technician

Expion Health

15h•Hybrid

About The Position

The IT Helpdesk Technician is a key member of the IT support team, providing in-person technical assistance at Expion Health's Maryland office while also supporting remote employees across the organization. This role ensures timely resolution of hardware, software, and network-related issues, maintaining a high standard of customer service. The technician serves as the first point of contact for support requests, managing incidents through the ticketing system, diagnosing technical problems, and escalating complex issues when necessary.

Requirements

Associate's degree in Information Technology or related field (or equivalent experience)
1–3 years of experience in a helpdesk or technical support role
Proficiency in Windows 11 and MacOS environments
Familiarity with Office 365, Smartsheet, and Salesforce
Basic understanding of networking concepts (TCP/IP, DNS, DHCP)
Experience working with ticketing systems
Strong analytical and troubleshooting skills
Excellent verbal and written communication abilities
Ability to work independently and collaboratively in a hybrid work environment

Nice To Haves

Experience supporting hybrid work environments and remote collaboration tools
Familiarity with IT asset management platforms and inventory tracking systems
Knowledge of Active Directory, Azure AD, and identity management tools
Experience with mobile device management (MDM) solutions
Understanding of cybersecurity best practices and endpoint protection tools
Ability to create and maintain technical documentation and user guides
Strong customer service orientation and ability to communicate with non-technical users
Experience with onboarding/offboarding processes in a corporate IT setting

Responsibilities

Provide technical support to onsite and remote employees
Support the operations of onsite technical equipment including but not limited to monitors, televisions, tablets, printers
Respond to user inquiries via phone, email, or ticketing system in a timely and professional manner
Diagnose and troubleshoot hardware, software, and network issues
Provide step-by-step technical assistance and guidance to users
Escalate complex issues to higher-level support teams when necessary
Document issues and resolutions in the helpdesk system
Maintain inventory of IT equipment and ensure proper tracking
Assist with onboarding and offboarding of employees, including account provisioning, device setup, device distribution, account de-provisioning, device retrieval, and device re-deployment
Install, configure, and maintain computer systems and applications
Perform other duties as assigned to support the IT department and organizational needs