IT Helpdesk Technician

IT Helpdesk Technician

The IT Helpdesk Technician reports to the Senior Director, IT & Cybersecurity. The IT Helpdesk Technician is responsible for providing frontline technical support to employees across the organization. This role serves as the primary point of contact for resolving day-to-day technology issues involving workstations, software applications, mobile devices, printers, and general connectivity. The IT Helpdesk Technician ensures users can effectively utilize company technology by troubleshooting problems, fulfilling service requests, and maintaining reliable endpoint systems. This position works closely with other members of the IT team to support the organization's technology environment, assist with device deployments, maintain accurate documentation, and escalate complex issues when necessary. The ideal candidate is customer-focused, highly organized, and able to diagnose technical issues while communicating clearly with non-technical users. Success in this role requires strong troubleshooting ability, attention to detail, and a commitment to delivering responsive, professional IT support that helps maintain productivity across the business.

Essential Responsibilities and Duties

• User Support & Issue Resolution
  • Provide first-line technical support for all employee IT-related issues
• Ticket Management
  • Monitor and respond to helpdesk tickets, document troubleshooting steps, and ensure timely resolution of user issues
• Workstation & Laptop Support
  • Install, configure, and maintain desktops, laptops, and related peripherals
• Account Provisioning & Access Support
  • User account creation, password resets, and access requests according to company procedures
• Hardware & Software Support
  • Diagnose and resolve issues with PCs, monitors, printers, docking stations, etc
• Install, update, and troubleshoot standard business applications and approved software
• Workstation & Mobile Device Support
  • Assist with setup of company-owned & BYOD workstation/mobile devices
• Endpoint Maintenance
  • Perform updates, patching, and maintenance to keep endpoints compliant
• Technical Documentation
  • Document common issues, solutions, and procedures to support knowledge sharing
• Escalation & Collaboration
  • Escalate complex issues when necessary & include all necessary details and steps taken
• Manage & maintain IT equipment inventory and ensure it is stocked and organized properly
• Assist in other IT areas as needed
• Other projects/tasks as needed

Qualifications/Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience)
• 1–3 years of experience in an IT support, helpdesk, or technical support role
• Experience troubleshooting Windows-based desktops and laptops
• Familiarity with Microsoft 365 applications including Outlook, Teams, and OneDrive
• Basic knowledge of Active Directory user/group and Entra Group Management
• Experience supporting printers, peripherals, and standard office hardware
• Understanding basic networking concepts (DNS, DHCP, TCPIP & Wi-Fi connectivity)
• Experience using a helpdesk or ticketing system to track and document issues
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with the ability to support non-technical users
• Ability to prioritize tasks and manage multiple support requests simultaneously
• Strong attention to detail and documentation practices
• Ability to work independently while also collaborating with the IT team
• Commitment to maintaining confidentiality and following security best practices

Physical Requirements/Working Conditions/Equipment Used

• Fine motor skills and manual dexterity to handle IT hardware and equipment
• Ability to operate a computer and other technology-related lab equipment throughout the course of the day
• May be required to sit or stand for long periods of time
• Offices reachable by elevator but should be able to climb stairs in case the elevator is out of service
• Heavier lifting may be required (up to 50 pounds)
• Ability to tolerate general office and HVAC noise & fluorescent and/or LED lighting
• May be exposed to hazardous chemicals, biohazards, etc.
• Candidate must have the ability to maintain punctual daily in-person attendance

Other Requirements

• This IS NOT a remote position