Manage the full ticket lifecycle: triage, troubleshoot, resolve, document, and close tickets efficiently
Provide end-user support for both macOS and Windows 10/11 (hardware, OS, connectivity, and peripherals)
Deliver timely support for Adobe Creative Cloud, Microsoft 365 (Outlook, Teams, SharePoint, Office apps), and other internal tools
Effectively communicate with the team, provide clear status updates, and collaborate on resolving issues
Document and track projects, tasks, and resolutions; give regular updates to the manager on progress and any roadblocks
Proactively identify opportunities to improve existing processes, workflows, and tools to increase efficiency and reduce ticket volume
Create and maintain knowledge-based articles to help the team and reduce recurring issues
Multitask across multiple tickets, projects, and support requests while maintaining high service levels
Follow directions while being a self-starter who can research, figure things out, and complete tasks independently

Minimum 2 years of hands-on IT Helpdesk or Desktop Support experience
Proven experience supporting both macOS and Windows environments
Strong proficiency with Adobe Creative Cloud and Microsoft 365
Excellent problem-solving, multitasking, and prioritization skills
Strong communication skills with the ability to explain technical concepts clearly
Solid documentation habits and ability to maintain accurate records
Self-starter mindset with the ability to research solutions and work independently
Eagerness to learn and contribute to process improvements in a fast-paced environment

IT Helpdesk Technician, Tier 1

Key skills