IT Helpdesk Support

Essential Job Functions:

• Receive initial support requests via phone, email, or in-person, and create support tickets.
• Provide technical support to internal employees primarily remotely via phone, email, or MS Teams chat, with occasional on-site support as required.
• Gather information from users to identify the root cause of technical issues.
• Perform basic troubleshooting and research symptoms to resolve problems.
• Document troubleshooting steps and solutions clearly for internal records.
• Troubleshoot hardware and software.
• Escalate complex issues to Level 2 technicians within established timelines.
• Follow up with users to ensure issues are fully resolved.
• Guide users through the problem-solving process in a clear and supportive manner.
• Maintain a strong customer service focus in all interactions.
• Follow departmental standards, procedures, and best practices.
• Collaborate with team members to achieve shared goals and complete tasks as needed.
• Work under supervision, maintaining clear communication and coordination of work efforts.
• Be available to work full time, and occasionally overtime if necessary.
• Travel occasionally to headquarters for meetings and training.

Education/Experience:

• High school diploma or GED required.
• 1+ year of experience in technical support or a similar role.
• Working knowledge of Microsoft Office applications, including Word and Excel.
• Experience providing customer or end-user support is a plus.

Competencies:

• Strong interpersonal and communication skills, both verbal and written.
• Ability to multi-task and prioritize effectively in a fast-paced environment.
• Team-oriented with the ability to maintain positive relationships with co-workers.
• Customer service focused and committed to providing a positive support experience.
• Detail-oriented and able to follow procedures and document work accurately.
• Comfortable learning and adapting to new software and systems.

Interview Process:

• 30-minute Talent Acquisition Phone Screen.
• 1-hour Onsite Interview with the System Support Manager and Hardware Helpdesk Team Lead.

Benefits:

• Competitive hourly pay.
• Medical, Dental, Vision Insurance.
• Paid Time Off and 7 paid Holidays.
• 401(k) company match program.
• Telehealth.
• Short-term and Long-term disability insurance.
• Basic and AD&D Life Insurance paid for by the company.
• Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
• Employee Assistance Program.
• Mental, physical, financial wellness.
• Auto and Home Insurance discount.
• Paid Pregnancy, Parental, and Adoption Leave programs.
• Employee Discount Program.
• Training Programs.
• Internal growth opportunities in a fast-growing company.
• In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law.