Help Desk Technician

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 escalated 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 elevate 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 escalated 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 escalated 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, 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 #J-18808-Ljbffr Advanced Ground Systems Engineering