Help Desk Associate

OVERVIEW

The Corporate Helpdesk Associate provides technical support to office-based and remote employees across the organization. This role ensures that corporate workstations, applications, collaboration tools, and cloud servicesoperatereliably and securely. The associate supports both macOS and Windows environments, manages devices through modern management platforms, and delivers high-qualityassistanceto users with varying technical skill levels.

RESPONSIBILITIES

End-User Support (Mac & Windows)

• Provide hands-on and remote support formacOS and Windowsdevices.

• Troubleshoot issues involving system performance, OS updates, login problems, software installations, drivers, and connectivity.

• Set up, configure, and secure devices for new hires and refresh cycles.

Device & Endpoint Management

• Manage corporate endpoints using system management tools.

• Ensure devices meet security, configuration, and compliance standards.

• Deploy software, patches, profiles, and updates across the environment.

• Troubleshoot enrollment, policy application, and compliance-related issues.

Identity, Access & Cloud Services

• Assistwith provisioning, MFA setup, password resets, and group permissions.

• Provide support for Exchange, SharePoint and OneDrive

Corporate Application Support

• Support corporate applications including productivity suites, collaboration tools, and departmental software.

• Assistwith software deployment, access management, license tracking, and user onboarding.

• Troubleshoot application performance issues, compatibility problems, and workflow challenges.

Network & Connectivity Support

• Troubleshoot basic network issues, including Wi-Fi connectivity, VPN access, DNS resolution, and wired port issues.

• Support users with remote access tools, MFA, and secure workstation configurations.

• Collaborate with network teams when deeper troubleshooting or configuration changes arerequired.

Terminal / Command Line Support

Incident Management & Documentation

• Log and manage support requests through the organization’s ticketing system.

• Document troubleshooting procedures, solutions, and device configurations.

• Maintainaccurateasset inventory of computers, accessories, and licensed software.

• Create andmaintain knowledge base articles and end-user documentation.

User Support & Training

• Provide approachable, effective support for employees at all technical levels.

• Assistwith onboarding tasks such as workstation setup, user account provisioning, and introduction to corporate tools (OneDrive, SharePoint, email, collaboration tools).

• Support conference room technology, and presentation equipment.

• Train users on best practices for device care, security, file management, and productivity tools.

Collaboration & Continuous Improvement

• Participate in device rollouts, OS upgrades, cloud migrations, and other IT-driven initiatives.

• Identifyrecurring issues and recommend process or technology improvements to enhance the user experience.

QUALIFICATIONS

• 2–4 years of IT support or corporate helpdesk experience.

• Strongproficiencywith macOS and Windows support

• Basic skills inCommand PromptandmacOS Terminalcommands.

• Strong understanding of modern collaboration tools Basic networking 

• Excellent troubleshooting, multitasking, and communication skills.

• Highly organized, self-directed, andcustomer-servicefocused.

• Physical & Work Environment Requirements (lift 20–40lbs)

• Comfortable supporting both on-site and remote employees.

• Willingness toassistduring after-hoursmaintenance windows

The base salary range for this position is $35-$40 per hour which represents the current range for the base salary for this non-exempt position. Please note that compensation will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.