IT Helpdesk Technician

Overview 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 elevate 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. #J-18808-Ljbffr