IT Onboarding Specialist and IT Help Desk Support

Position Overview

The IT Onboarding Specialist is responsible for preparing, configuring, and deploying laptops, creating user accounts, assisting new hires during their onboarding process, and providing Tier 1 & 2 technical support. This is a hands-on, in-office position that works closely with the IT Team to ensure efficient and consistent onboarding experience. The role will also provide phone-based support for remote work-from-home setups, including configuration and troubleshooting of Dell business-class hardware, docking stations, multiple monitors, and peripherals.

Successful performance in this role offers opportunities for growth and advancement into Tier 3 support and IT Administration positions.

Key Responsibilities

Onboarding Preparation & Support

• Configure, test, and prepare laptops (RAM, battery, Wi-Fi, keyboard, touchpad) prior to deployment.
• Pack and ship equipment to remote team members as needed.
• Create and manage user accounts across company systems.
• Document credentials and set up information according to security policies.
• Conduct and participate in onboarding calls with new hires to ensure proper system setup.
• Walk new hires through logging into their system, setting up their applications and explaining our systems and platforms
• Manage 5 – 15 onboardings and setups per week

Tier 1 & 2 Helpdesk & Remote Support

• Respond to and resolve Tier 1 and Tier 2 tickets in a team setting, including:
• Password resets.
• Multi-factor authentication (MFA) resets.
• Basic software & hardware troubleshooting.
• Access to company systems
• Document and resolve system and software errors
• Answer and respond to inbound support tickets within required SLA’s
• Provide phone-based support for remote work-from-home setups, including:
• Dell Latitude business-class laptops.
• WD19/WD22/WD25 docking stations.
• Multiple monitor configurations.
• Logitech keyboards, mice, and webcams.
• Escalate issues to Tier 3 support when necessary.

Collaboration & Process Improvement

• Partner with IT Support Team Lead and technicians to enhance onboarding procedures.
• Assist with creating and updating documentation for onboarding and Tier 1 & 2 processes.

Qualifications

Required:

• 4+ years of IT support experience, preferably in a Tier 2 or onboarding role.
• Proficiency with Windows 11 operating systems.
• Familiarity with Microsoft Office 365.
• Experience with hardware setup, configuration, and troubleshooting.
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.

Preferred:

• Experience with Freshdesk, Microsoft Office 365 Suite, Okta, and Ninja RMM.
• Experience supporting Dell Latitude business-class laptops, WD19/WD22/WD25 docking stations, multiple monitors, and Logitech peripherals.
• Previous experience providing remote support for work-from-home setups.
• Prior experience in a variable onboarding environment, approximately onboarding 5–15 users per week.
• Experience in the mortgage industry and familiarity with Encompass loan origination software.

Work Environment

• 100% Full Time on-site position at our Livonia, MI office.
• Hours: Monday–Friday, 8:00 AM to 5:00 PM EST.