IT Helpdesk Technician

Overview

The IT Helpdesk Technician serves as a key point of contact for technical support, assisting end-users with hardware, software, and network-related issues to ensure minimal disruption to business operations. In addition to managing service requests and troubleshooting system problems, this role provides cross-functional support to various departments to ensure daily operational success.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.
• Support enterprise and administrative office applications, including ERP, PLM, CAD, document management, and business productivity tools.
• Provide technical and operational support to various departments (e.g., HR, Finance, Operations, Engineering) to ensure efficient system usage and workflows.
• Manage user accounts, permissions, and access controls in Active Directory and related systems.
• Install, configure, and maintain Windows and macOS systems and approved software platforms.
• Assist with onboarding and offboarding processes, including equipment setup and user provisioning.
• Maintain and update IT documentation, knowledge base articles, and asset inventories.
• Ensure compliance with cybersecurity and regulatory standards (e.g., NIST, CMMC, ITAR, as applicable).
• Assist with system upgrades, patch management, and hardware deployments.
• Provide training and guidance to end-users on systems, applications, and best practices.
• Collaborate with cross-functional teams to support operational and technical needs.
• Perform administrative and coordination tasks, including documentation, reporting, data entry, and internal process support.
• Support continuous improvement of business processes and workflows through effective use of technology.
• Coordinate with vendors for issue resolution, procurement, and service requests.
• Monitor system performance and escalate complex issues to senior IT staff or vendors as needed.
• Actively supports cross‑department needs

Qualifications

• Bachelor’s degree in computer science, Information Technology, Software Engineering, or a related field (or equivalent experience).
• 3–5+ years of experience in helpdesk, system support, preferably in a manufacturing environment.
• Proven experience in technical support or desktop support roles with a strong understanding of computer management and troubleshooting.