Overseeing day-to-day help desk operations, ensuring timely and effective technical support for end users.
Acting as the liaison between Toppan and the MSP who provides helpdesk resources for support.
Monitoring help desk performance metrics (SLAs, response times, resolution times, backlog) and producing regular reports for IT leadership.
Developing, documenting, and enforcing help desk procedures, workflows, and support standards.
Coordinating with infrastructure, applications, cybersecurity, and third-party vendors to ensure resolution of complex issues.
Supporting onboarding and offboarding processes, including account provisioning, hardware setup, and access management.
Identifying recurring issues and recommending root-cause fixes and process improvements.

Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
2-3 years of experience in IT support or help desk roles.
Strong knowledge of Windows and/or macOS environments, Microsoft 365, Active Directory, and common enterprise applications.
Hands-on experience with IT service management (ITSM) tools (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk).
Solid understanding of networking fundamentals, hardware troubleshooting, and endpoint management.
Excellent communication, customer service, and documentation skills.

Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
401(k) retirement plan with company match
Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
Tuition reimbursement

IT Help Desk Administrator

Key skills