IT Helpdesk Technician

The Helpdesk Technician is the first point of contact for internal contacts related to the support of all technology used within the organization. The primary responsibilities of the Helpdesk Technician include providing exceptional service and technical support to employees through troubleshooting to resolve requests and escalating requests effectively as related to the IT infrastructure. The Helpdesk Technician will need to be proficient in supporting a variety of platforms including by not limited to Windows, MacOS, Linux, iOS, and Android. Occasional 24/7 support will be required during off hours to help support employees across the globe.

End User Support

• Provide customer service, including excellent written and oral communication skills
• Support the Helpdesk Department by resolving employee ticket requests in a timely manner
• Provide in-person and remote (phone, email, chat, remote desktop) support to identify and resolve technical issues, escalating as appropriate
• Onboard and train new users on the different IT tools
• Help remote users all over the world, with occasional 24/7 support during off hours
• Proactively solve problems and predict trends from end users
• Monitor the ticketing system (e.g., Zendesk) and assign tasks to appropriate users
• Provide Desktop and Mobile support across platforms including Windows, MacOS, iOS and Android
• Solid understanding of Windows/MacOS including support and troubleshooting of hardware & software
• Basic network connectivity troubleshooting
• Basic Active Directory support, including user and group management

Reporting & Documentation

• Create Helpdesk reports to identify and communicate ticket trends
• Create and maintain proper documentation for new and existing users, including issues and their resolutions, in the ticketing system

Vendor Interaction

• Interact with and purchase equipment from vendors for peripherals and IT equipment
• Work closely with the Datacenter to ensure best practices

Qualifications

Required

• 2+ years of similar helpdesk/IT support experience
• Hands-on hardware troubleshooting experience
• Windows Active Directory user management
• Ticket prioritization and strong attention to detail
• Desktop support with proficiency in Windows 11 and MacOS
• Hardware and peripheral support

Preferred

• BS or BA in Computer Science preferred
• Certifications (A+, MCP, or similar)
• Passion for technology and helping others