Help Desk Technician

Job Description

Job Description

Description:

About the Role

AGSE is seeking a Help Desk Technician to provide responsive, professional technical support to employees at AGSE locations and remote offices. This individual contributor position is responsible for resolving day-to-day hardware, software, account, printing, connectivity, and business application issues while delivering a positive user experience.

The successful candidate will document work accurately, follow established security and support procedures, maintain assigned equipment and records, and escalate advanced or business-critical issues to the appropriate Systems Administrator, Director of Information Technology, or approved service provider. This position has no direct reports or supervisory responsibilities.

Key Responsibilities

• Service Desk Support - Receive, prioritize, troubleshoot, document, and resolve incidents and service requests in accordance with established procedures, priorities, and service expectations.
• End-User Assistance - Provide onsite and remote support to employees, communicate clearly, set appropriate expectations, and confirm successful resolution before closing requests.
• Hardware and Software Support - Diagnose and resolve issues involving Windows computers, mobile devices, printers, monitors, docks, peripherals, approved software, and conference-room equipment.
• Endpoint Deployment - Prepare, configure, image, deploy, replace, and recover computers and approved accessories for new hires, transfers, equipment refreshes, and other business needs.
• Account and Access Support - Complete authorized password resets, multifactor authentication assistance, license assignments, and routine user-access changes in Microsoft 365, Microsoft Entra ID, Active Directory, and supported applications.
• Microsoft 365 Support - Troubleshoot Outlook, Teams, OneDrive, SharePoint, and Microsoft desktop applications, escalating service or administrative issues outside the position's assigned permissions.
• Connectivity Support - Troubleshoot basic wired and wireless connectivity, TCP/IP, DHCP, DNS, VPN, remote-access, and internet-access issues; collect diagnostic information and escalate advanced network problems.
• Business Application Support - Provide first-level support for approved ERP, QMS, PLM/PDM, field-service, manufacturing, engineering, and other business applications within documented procedures.
• Security Support - Follow AGSE security requirements and assist users with endpoint protection, encryption, patching, email security, multifactor authentication, and secure access; immediately report suspected security incidents or policy violations.
• Asset and Inventory Records - Tag equipment and maintain accurate records for device assignments, accessories, software licenses, warranties, spare equipment, returns, and approved disposal.
• Documentation - Create and update ticket notes, troubleshooting procedures, user instructions, knowledge-base articles, configuration records, and equipment documentation.
• Onboarding and Offboarding - Complete assigned technology tasks for employee onboarding, transfers, and departures using approved checklists and authorization procedures.
• Projects and Deployments - Assist with office moves, equipment installations, technology rollouts, system upgrades, inventory activities, testing, and user communications.
• Vendor and Field-Service Coordination - Assist with scheduling, onsite access, troubleshooting information, and validation of work performed by approved vendors and service partners.
• Escalation - Recognize issues requiring elevated permissions, specialized expertise, security response, vendor involvement, or management attention and escalate them promptly with complete supporting information.
• Continuous Improvement - Identify recurring support issues, recommend updates to procedures or knowledge articles, and contribute to consistent service practices across AGSE locations.
• After-Hours Support - Participate in occasional scheduled maintenance or after-hours support when business needs require.

Required Qualifications

• 2+ years of professional help desk, desktop support, or information technology support experience in a business environment.
• Experience supporting Windows 10 and Windows 11 computers, common peripherals, printers, mobile devices, and standard business applications.
• Working knowledge of Microsoft 365 applications and basic user support for Microsoft Entra ID or Active Directory environments.
• Understanding of computer hardware, software installation, user profiles, permissions, multifactor authentication, and common endpoint troubleshooting methods.
• Basic understanding of TCP/IP networking, Wi-Fi, DHCP, DNS, VPNs, and systematic connectivity troubleshooting.
• Experience using a service-desk ticketing system and remote-support tools.
• Strong customer-service, communication, organization, documentation, and problem-solving skills.
• Ability to prioritize multiple requests, work independently within assigned authority, follow established procedures, and escalate appropriately.
• Ability to explain technical information clearly and respectfully to nontechnical users.
• Ability to safely lift and move common IT equipment and work in office, shop, warehouse, and equipment-room environments as required.
• Authorization to work in the United States.

Preferred/Bonus Skills

• Associate's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent training and experience.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or comparable credentials.
• Experience with Microsoft Intune or another endpoint-management platform, Windows Autopilot, and cloud-managed devices.
• Experience supporting users in a manufacturing, aerospace, engineering, distribution, quality, or field-service environment.
• Exposure to ERP, QMS, PLM/PDM, CAD, manufacturing, warehouse, or field-service applications.
• Experience assisting with CCTV, access-control, alarm, voice, conference-room, or other facility technology.
• Bilingual English and Spanish communication skills.

Measures of Success

• Timely and accurate resolution of assigned incidents and service requests.
• Clear communication, professional customer service, and dependable follow-through.
• Complete ticket notes and accurate asset, access, licensing, and configuration records.
• Proper handling and timely escalation of security, infrastructure, and business-critical issues.
• Reliable completion of onboarding, equipment deployment, inventory, and project assignments.
• Consistent compliance with AGSE security, documentation, change-management, and acceptable-use requirements.
• Ongoing growth in technical capability, troubleshooting efficiency, and knowledge of AGSE systems.

What We Offer

Advanced Ground Systems Engineering (AGSE) offers an excellent benefits package, which includes healthcare, a 401(k) plan, and tuition reimbursement. To learn more about AGSE and our products or services, please visit