Helpdesk Technician

JOB SUMMARY: The IT Support Helpdesk Technician serves as the primary point of contact for all incoming IT support requests, providing prompt and efficient resolution or escalation.

PRIMARY DUTIES & RESPONSIBILITIES

End-User Support

• Provide initial troubleshooting and resolution for common IT issues via phone, email, remote support, and in-person.
• Handle password resets, account lockouts, basic software installation, and fundamental hardware troubleshooting.
• Assist users with basic connectivity issues (e.g. Wi-Fi, VPN client troubleshooting, network drive access).
• Support for standard business applications like Microsoft Office Suite and basic Functionality of Microsoft 365 services.
• Assist with basic troubleshooting of 3rd party applications and platforms, such as Acumatica, Fedex and UPS Shipping software, ShipStation, iTunes and 3UTools, etc.

Ticket Management

• Accurately log, categorize, prioritize, and track all support requests in the helpdesk system.
• Ensure timely follow-up on open tickets and communicate status updates to users.

User Account Management

• Perform basic user account creation, modification, and deletion in various systems.

Hardware & Software Support

• Assist with the setup, configuration, and deployment of new user workstations (desktops/laptops), peripherals, and software.
• Perform basic hardware diagnostics and component replacement when necessary.
• Assist IT Operations Lead and Infrastructure Manager with projects as required.

Documentation

• Contribute to the IT knowledge base by documenting solutions to common issues and suggesting improvements to existing documentation, systems, or processes.

Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• High school diploma or equivalent; Associate's degree or technical certification in IT preferred (e.g., CompTIA A+, Microsoft Certified: Fundamentals).
• Six months to one year of experience in a customer service or technical support role (internships or school-based experience acceptable).
• Ability to troubleshoot common hardware and software issues.
• Able to use technical resources (forums, knowledgebases, support websites) to ass in troubleshooting.
• Basic knowledge of networking concepts (IP, DNS, DHCP) is a plus.
• Familiarity with iOS, MacOS, and Android is a plus.
• Familiarity with Active Directory and EntraID a plus.
• Strong verbal and written communication skills
• Ability to lift and move IT equipment (up to 40 lbs).
• Willingness to learn and grow within the IT field.
• Must be authorized to work in the U.S.

EOE