IT Helpdesk Technician

Job Description

Job Description

Position Summary:

The IT Helpdesk Technician serves as a key point of contact for technical support, assisting end-users with hardware, software, and network-related issues to ensure minimal disruption to business operations. In addition to managing service requests and troubleshooting system problems, this role provides cross-functional support to various departments to ensure daily operational success.

Responsibilities:

• Provide Tier 1 and Tier 2 technical support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.
• Support enterprise and administrative office applications, including ERP, PLM, CAD, document management, and business productivity tools.
• Provide technical and operational support to various departments (e.g., HR, Finance, Operations, Engineering) to ensure efficient system usage and workflows.
• Manage user accounts, permissions, and access controls in Active Directory and related systems.
• Install, configure, and maintain Windows and macOS systems and approved software platforms.
• Assist with onboarding and offboarding processes, including equipment setup and user provisioning.
• Maintain and update IT documentation, knowledge base articles, and asset inventories.
• Ensure compliance with cybersecurity and regulatory standards (e.g., NIST, CMMC, ITAR, as applicable).
• Assist with system upgrades, patch management, and hardware deployments.
• Provide training and guidance to end-users on systems, applications, and best practices.
• Collaborate with cross-functional teams to support operational and technical needs.
• Perform administrative and coordination tasks, including documentation, reporting, data entry, and internal process support.
• Support continuous improvement of business processes and workflows through effective use of technology.
• Coordinate with vendors for issue resolution, procurement, and service requests.
• Monitor system performance and escalate complex issues to senior IT staff or vendors as needed.
• Actively supports cross‐department needs

Qualifications:

• Bachelor’s degree in computer science, Information Technology, Software Engineering, or a related field (or equivalent experience).
• 3–5+ years of experience in helpdesk, system support, preferably in a manufacturing environment.
• Proven experience in technical support or desktop support roles with a strong understanding of computer management and troubleshooting.
• Familiarity with operating systems including Windows (Windows Server), macOS, and Linux environments.
• Knowledge of computer networking concepts such as LAN, TCP/IP, DNS, VPNs, firewalls, and network administration tools like Meraki.
• Experience with Active Directory

Key Competencies

• Strong analysis skills to diagnose hardware/software issues efficiently.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently or as part of a team in a fast-paced environment.
• Attention to detail and documentation discipline Commitment to security, compliance, and operational excellence
• Ability to manage priorities, streamline workflows, and ensure consistent, high‐quality delivery in support of organizational goals.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee is occasionally required to stand, walk, reach with hands and arms, climb stairs or balance, and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 35 pounds.

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to list of all requirements. All job requirements are subject to modification to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

Temperature-controlled environment

Company Description

Temperature-controlled environment