Helpdesk Support Technician

We’re looking for a Helpdesk Support Technician to provide first- and second-line technical support across our organization. You’ll be the go-to person for day-to-day end-user issues - hardware, software, accounts, and connectivity - while working closely with our IT staff on larger infrastructure projects. This is a great role for someone who wants hands-on exposure to modern Microsoft 365 cloud administration and enterprise network environments in a manufacturing/warehouse setting.

What You’ll Do

• Provide first-line support for end users across all six divisions via ticketing system, phone, and in-person, resolving hardware, software, and connectivity issues
• Manage user accounts, licensing, and access in Microsoft 365 and Entra ID (password resets, MFA enrollment, group/license assignments)
• Support and troubleshoot Windows 11 desktops and laptops, including imaging, patching, and application deployment
• Assist with device enrollment, compliance policies, and app deployment through Microsoft Intune
• Perform basic network troubleshooting (Wi-Fi connectivity, switch port issues, VPN client access) and escalate complex issues
• Support printers, scanners, and peripheral hardware across office and warehouse environments
• Phone and tablet setups for employees with company devices
• Set up new hire workstations and process offboarding for departing employees
• Maintain accurate documentation of issues, resolutions, and IT assets in the ticketing/knowledge base system
• Assist with basic AV/conference room support (Teams Rooms, displays, microphones)
• Travel occasionally to Phoenix, McSherrystown, and Pittsburgh sites as needed for on-site support and project work

• 1-3 years of experience in a helpdesk, desktop support, or IT support role
• Working knowledge of Windows 11 and general PC hardware troubleshooting
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) from an end-user and basic admin perspective
• Exposure to Active Directory / Entra ID user and group management
• Comfortable troubleshooting basic network connectivity issues (Wi-Fi, wired, VPN)
• Strong communication skills - comfortable explaining technical issues to non-technical staff
• Ability to prioritize and manage a ticket queue across multiple sites
• Valid driver’s license (occasional site travel required)

Nice to Have

• Experience with Microsoft Intune or another MDM platform
• Experience supporting a manufacturing, warehouse, or multi-site environment
• CompTIA A+, Network+, or Microsoft certifications