JOB SUMMARY:Â The IT Support Helpdesk Technician serves as the primary point of contact for all incoming IT support requests, providing prompt and efficient resolution or escalation.
PRIMARY DUTIES & RESPONSIBILITIES
End-User Support
- Provide initial troubleshooting and resolution for common IT issues via phone, email, remote support, and in-person.
- Handle password resets, account lockouts, basic software installation, and fundamental hardware troubleshooting.
- Assist users with basic connectivity issues (e.g. Wi-Fi, VPN client troubleshooting, network drive access).
- Support for standard business applications like Microsoft Office Suite and basic Functionality of Microsoft 365 services.
- Assist with basic troubleshooting of 3rd party applications and platforms, such as Acumatica, Fedex and UPS Shipping software, ShipStation, iTunes and 3UTools, etc.
Ticket Management
- Accurately log, categorize, prioritize, and track all support requests in the helpdesk system.
- Ensure timely follow-up on open tickets and communicate status updates to users.
User Account Management
- Perform basic user account creation, modification, and deletion in various systems.
Hardware & Software Support
- Assist with the setup, configuration, and deployment of new user workstations (desktops/laptops), peripherals, and software.
- Perform basic hardware diagnostics and component replacement when necessary.
- Assist IT Operations Lead and Infrastructure Manager with projects as required.
Documentation
- Contribute to the IT knowledge base by documenting solutions to common issues and suggesting improvements to existing documentation, systems, or processes.
Other duties as assigned.
