Job description

Duties and Responsibilities: - Serve as the first line point of contact for all employee technical support, including computer hardware, software, telephony, networks, mobile devices, and cloud-based applications. - Diagnose, test, implement, and verify solutions for user issues; escalate complex problems as needed. - Promptly respond to help desk requests via phone, email, or ticketing system, delivering exceptional customer service and follow-through. - Install, configure, upgrade, and maintain desktop/laptop computers, printers, peripherals, and mobile devices. - Troubleshoot, configure, and maintain networks and network equipment (routers, switches, access points), network-attached storage, network cabling, and related infrastructure. - Manage operating system and application deployment, software images, license tracking, and IT asset management. - Participate in IT operational projects, such as cloud migrations and system upgrades. - Liaise with vendors and external partners for support, procurement, or project delivery. - Install, configure, and troubleshoot industry-specific software and common productivity suites. - Administer Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Azure Active Directory, password resets, and group management. - Utilize Microsoft Intune or other MDM solutions for device management and security. - Maintain IT license records, confidentiality of user data, and accurate IT inventory. - Perform field visits as required to serve as the local contact for installation, configuration, or support at field offices. - Regularly lift up to 50lbs; frequent standing, bending, lifting, pulling, and pushing. Required Knowledge, Skills and Abilities: - Microsoft 365 Certified: Fundamentals or Modern Desktop Administrator Associate. - Familiarity with remote support tools (TeamViewer, ConnectWise, LogMeIn). - Proficient in at least four of: Windows 10/11, Office 365, SharePoint, PBX/VoIP systems, cloud storage/backup, basic network administration (Cisco, Meraki), or ITIL frameworks. - Ability to work independently with minimal supervision, multitask across several projects, and re-prioritize as new issues arise. - Excellent customer service and time management skills. - Strong understanding of industry best practices for desktop support and network troubleshooting. Education and Experience: - Degree in a technical field or equivalent combination of education and experience. - 2+ years in a corporate IT support/helpdesk environment. - Excellent communication skills—able to explain complex technical issues to any audience. - Ability to install, configure, and maintain Windows/macOS, mobile devices, networks, and cloud-integrated tools. - Basic cybersecurity knowledge and troubleshooting ability. - High organizational skills; able to manage and prioritize multiple requests in a fast-paced environment. - Adaptability and eagerness to learn new technologies. - Certifications such as A+, Network+, or relevant cloud certifications are a significant plus. - Experience with ticketing systems (e.g., ZenDesk, FreshDesk, RemedyForce).

Requirements