IT Helpdesk Technician

• Support the Helpdesk Department by resolving employee ticket requests in a timely manner
• Provide in-person and remote (phone, email, chat, remote desktop) support to identify and resolve technical issues, escalating as appropriate
• Onboard and train new users on the different IT tools
• Help remote users all over the world, with occasional 24/7 support during off hours
• Proactively solve problems and predict trends from end users
• Monitor the ticketing system (e.g., Zendesk) and assign tasks to appropriate users
• Provide Desktop and Mobile support across platforms including Windows, MacOS, iOS and Android
• Solid understanding of Windows/MacOS including support and troubleshooting of hardware & software
• Basic network connectivity troubleshooting
• Basic Active Directory support, including user and group management

Reporting & Documentation

• Create Helpdesk reports to identify and communicate ticket trends
• Create and maintain proper documentation for new and existing users, including issues and their resolutions, in the ticketing system

Vendor Interaction

• Interact with and purchase equipment from vendors for peripherals and IT equipment
• Work closely with the Datacenter to ensure best practices

• 2+ years of similar helpdesk/IT support experience
• Hands-on hardware troubleshooting experience
• Windows Active Directory user management
• Ticket prioritization and strong attention to detail
• Desktop support with proficiency in Windows 11 and MacOS
• Hardware and peripheral support

Preferred

• BS or BA in Computer Science preferred
• Certifications (A+, MCP, or similar)
• Passion for technology and helping others