Full-Time IT Helpdesk Support Engineer

The Opportunity...Ensuring optimal service availability and performance, efficiently identifying, categorizing, and resolving application, network, and system issues. Clearly communicating changes, upgrades, improvements, and integrations company-wide. Providing effective assistance and maintaining open communication with other departments, carriers, contractors, and staff. Handling client complaints, being the primary point of contact. Multitasking and efficiently managing various tasks. Working independently while thriving in a team environment.

How You’ll Contribute...

1. Providing remote, first-level, and second-level support to end users for technical issues and service requests.
2. Provisioning user accounts for Active Directory, email, and other internal/external applications.
3. Performing administrative tasks such as password resets and MFA resets.
4. Monitoring service desk queues and providing users with status updates and closure details via the ticketing system.
5. Conducting "pre-hire sessions" for new hires (15-20 users) to guide them remotely through setting up their devices using Intune and installing necessary applications.
6. Coordinating with the equipment vendor bi-weekly to request equipment for new hire classes and users who need replacement devices.
7. Creating shipping labels for users to send their equipment back to our equipment vendor for redeployment.
8. Tracking equipment inventory levels to ensure adequate equipment is available for upcoming business requests.
9. Assisting with various improvement projects as required by the organization.
10. Creating knowledge base articles to help end users and other support team members.
11. Providing technical guidance to junior team members.

What We’re Looking For...

• 3-5 years of experience in a related field.
• Proficient in Active Directory, Office 365, Google G-Suite, Windows 10/11, Mac and iOS.
• Experience in using Jira Service Desk or a similar ITSM portal (preferred).
• Strong organizational and time management skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and reliability.
• Troubleshooting and resolving technical issues remotely.
• Comfortable speaking in front of a group/conducting pre-hire sessions.
• Detail-oriented and able to follow complex processes.

What is the last date for applying to the job?

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