Tier I Help Desk

Job Description

Job Description

We are looking for a Tier I Help Desk specialist to deliver frontline technical support for employees in both office and manufacturing settings. This contract opportunity with potential for a permanent role is ideal for someone who enjoys solving everyday technology issues, assisting users with a wide range of devices and applications, and keeping support operations organized. The person in this role will handle incoming service requests, prepare equipment for new employees, and contribute to the reliability of core workplace systems.

Responsibilities:
• Respond to day-to-day support requests for desktops, laptops, mobile devices, printers, and standard business software used across the organization.
• Diagnose and resolve user issues involving Windows 11 and Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Monitor, update, and close service tickets in a help desk platform such as NinjaOne or a comparable system while maintaining clear support documentation.
• Prepare and deploy workstations, user profiles, and related equipment for new employees to ensure a smooth onboarding experience.
• Administer user access through Active Directory and Microsoft 365 by creating accounts, adjusting permissions, and supporting access needs.
• Investigate and correct basic connectivity problems involving Wi-Fi, printers, and other general network-related issues.
• Provide support for iOS and Android devices, including setup, troubleshooting, and user guidance.
• Assist employees with business and manufacturing applications, including tools such as Epicor Kinetic and FactoryLogix when needed.
• Help maintain endpoint protection, track IT assets, support software installations and hardware refresh efforts, and contribute to broader IT initiatives.• At least 2 years of practical experience in help desk, desktop support, or a similar end-user support role.
• Working knowledge of Windows environments, including Windows 11, along with Microsoft 365 applications and services.
• Experience managing user accounts, access rights, and directory-based administration in Active Directory.
• Familiarity with service desk or ticket management tools such as NinjaOne, ConnectWise, or ManageEngine.
• Basic understanding of networking concepts and the ability to troubleshoot common connectivity issues in a business environment.
• Hands-on experience supporting computers, laptops, printers, and mobile devices for end users.
• Strong communication, problem-solving, and customer service skills with the ability to manage priorities independently.
• Exposure to manufacturing or engineering environments, endpoint security tools, or related certifications is a plus.