Help Desk (Internal Role)

Job Description

Job Description

Join the Equiliem Team and Unleash Your Potential
At Equiliem, we're more than a national recruiting firm, we're an award-winning organization experiencing exciting growth. As our business continues to evolve, we're investing in technology that delivers exceptional employee experience.
We're looking for a customer-focused IT Help Desk Technician who enjoys solving problems, helping people, and improving their technical skills. If you're someone who thrives on providing outstanding service and wants to build a long-term career in Information Technology, we'd love to meet you.
ABOUT THE ROLE
Equiliem is seeking a service-oriented, curious, and adaptable IT Help Desk Technician to join our Technology team.
As the first point of contact for internal technical support, you'll play a key role in creating a positive employee experience by providing responsive, high-quality Level 1 support to teammates across the organization.
This position is especially exciting because you'll join us during a major technology transformation. As Equiliem transitions to a new Managed Service Provider (MSP), you'll work alongside our external IT partner while becoming the trusted, in-house face of IT. Rather than relying solely on a third-party vendor, our employees will have someone embedded within the business who understands their needs and delivers a true white-glove support experience.
This is an excellent opportunity for someone early in their IT career who enjoys helping people and is eager to learn. As our Technology team continues to grow, so will your responsibilities and opportunities for advancement.
WHAT YOU'LL DO

• Serve as the first point of contact for internal IT support requests
• Deliver exceptional customer service while troubleshooting Level 1 technical issues
• Manage incoming Help Desk tickets and communicate updates with employees
• Troubleshoot hardware, software, printer, connectivity, and Microsoft 365 issues
• Reset passwords, unlock accounts, and resolve common user support requests
• Configure and deploy laptops, monitors, peripherals, and mobile devices
• Coordinate IT equipment procurement and vendor purchases
• Support employee onboarding and offboarding by preparing devices, accounts, and system access
• Document support requests, resolutions, and recurring issues to improve internal knowledge
• Escalate more complex issues to senior technology team members or our Managed Service Provider when appropriate
• Continuously identify opportunities to improve processes and enhance the employee support experience
• Dedicate time toward learning new technologies and expanding your technical skillset as you grow within the role

WHAT SUCCESS LOOKS LIKE
During your first 90 days, you'll:

• Build strong relationships across the organization by providing responsive, friendly support
• Become a trusted resource employees enjoy working with
• Successfully manage Level 1 support requests with confidence
• Learn Equiliem's technology environment and internal processes
• Contribute ideas that improve documentation, communication, and support workflows
• Help create a seamless employee experience during our technology transformation

WHAT YOU'LL BRING
We're looking for someone who enjoys helping people just as much as solving technical problems.
Required Qualifications

• 0 2 years of Help Desk, Desktop Support, Technical Support, or Customer Service experience
• Outstanding communication and interpersonal skills
• Passion for delivering exceptional customer service
• Positive, approachable, and professional attitude
• Curious mindset with a desire to continuously learn and grow
• Strong problem-solving and troubleshooting abilities
• Ability to prioritize multiple requests while remaining organized
• Comfortable working collaboratively in a fast-paced environment
• Basic knowledge of Windows operating systems and Microsoft 365

Preferred Qualifications

• Associate's or bachelor's degree in information technology or a related field (preferred, not required)
• Exposure to Microsoft Azure or cloud technologies
• Experience supporting employees in an office environment
• Experience configuring computers, laptops, or mobile devices

WHY YOU'LL LOVE THIS ROLE
This isn't a traditional Help Desk position. You'll have the opportunity to help shape Equiliem's internal technology experience while working closely with an experienced Technology leadership team invested in your success.
We're looking for someone who wants more than just closing tickets we're looking for someone who wants to build relationships, solve problems, continuously learn, and grow into future opportunities within our Technology organization.
COMPENSATION, BENEFITS & WORK DETAILS
Salary: $24.03-$31.35/Hour (commensurate with experience)
Benefits Include: Medical, Dental, Vision, Short-Term Disability, Life Insurance, Unlimited PTO, 401(k), 7 Paid Holidays
Work Location: East Brunswick, NJ (Hybrid)
Classification: Non-Exempt #ZR