IT Help Desk Technician

Role Overview

• Assist with managing user accounts in Active Directory and Microsoft Entra ID.
• Support account provisioning and deprovisioning for employees and contractors.
• Help maintain security practices such as MFA and group-based access.
• Troubleshoot access-related issues and escalate when needed.
• Support for hardware in Windows workstations and laptops.
• Install and repair Windows.
• Basic knowledge of network equipment.
• Provide support for Microsoft 365 applications (Outlook, Teams, SharePoint, etc.).
• Assist with basic administration tasks in Jira and Confluence (user access, permissions, minor updates).
• Help maintain IT documentation and internal SharePoint resources.
• Partner with IT, HR, and other teams to support system access needs.
• Track and assign software licenses to users.
• Maintain hardware and software inventory records using asset management tools (e.g., Snipe-IT).
• Assist with equipment setup, swaps, and replacements for employees.
• Ensure accurate tracking of both onsite and remote equipment.
• Respond to and resolve Tier 1 support requests (e.g., password resets, account lockouts, basic troubleshooting).
• Assist with Tier 2 issues under guidance from senior IT staff.
• Triage incoming tickets and follow established workflows and service processes.
• Communicate clearly and professionally with users throughout issue resolution.
• Contribute to maintaining and updating helpdesk documentation and knowledge base articles.
• Assist in creating user-friendly guides and onboarding materials.
• Document recurring issues and solutions to improve team efficiency.
• Support routine reviews of user access and permissions.
• Help maintain accurate records for audits and compliance checks.
• Follow established IT security and compliance processes.

Requirements

• 1–3 years of experience in a Helpdesk or IT support role.
• Basic experience with Active Directory, Microsoft Entra ID, or Microsoft 365.
• Strong problem-solving skills and attention to detail.
• Good written and verbal communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to lift and move equipment (up to 50 lbs) as needed.
• Experience with asset management tools (e.g., Snipe-IT).
• Familiarity with Jira and Confluence.
• Exposure to IT compliance or audit processes.
• Interest in growing within IT systems, administration, or security.

Benefits

• Medical, Dental, and Vision Insurance
• 401K with employer match
• Employer Paid Life Insurance Policy
• Generous Paid Time Off
• 19 Paid Company Holidays in 2026
• Paid Parental Leave
• Employee Assistance Program
• Fitness Club Discounts