IT Helpdesk Technician- Entry Level

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, or Fresh-service ticketing system.
• Troubleshoot Windows desktops/laptops, printers, scanners, handheld devices, and production PCs.
• Install, configure, and maintain operating systems, business applications, and end-user devices.
• Provide user account management (Active Directory, Microsoft 365, ERP, permissions) including password resets.
• Support Microsoft 365 apps: Outlook, Teams, SharePoint, OneDrive, and Teams Voice.
• Assist with onboarding/offboarding employees, including setting up or disabling user accounts and equipment.
• Document incidents, service requests, and resolutions.
• Escalate unresolved issues to higher-level IT staff and follow up to ensure resolution and satisfaction.
• Perform basic network troubleshooting (LAN/WAN/Wi-Fi/VPN).
• Maintain accurate IT asset records and inventory.
• Collaborate with infrastructure teams on complex issues or outages.
• Assist with system updates, patches, security configurations, and IT process improvements.
• Participate in IT projects, software deployments, and process improvement initiatives.
• Travel between company locations as needed (mileage reimbursed) and assist with equipment moves/setup.