Helpdesk Associate

Job Type

Full-time

Description

The Helpdesk Associate provides first-level technical support to internal employees, helping to resolve hardware, software, and network-related issues. This role ensures a smooth and efficient operation of IT systems, supporting end users by phone, email, chat, or in person.

Requirements

Key Responsibilities:

• Respond promptly to incoming helpdesk tickets, calls, and emails to resolve user issues.
• Troubleshoot and resolve hardware, software, and network problems.
• Set up new user accounts, hardware (laptops, desktops, phones), and required access.
• Maintain accurate documentation of user issues and resolutions in the ticketing system.
• Escalate complex issues to higher-level support or vendors as necessary.
• Provide basic training and guidance to users on common systems and tools.
• Support onboarding and offboarding processes by provisioning/deprovisioning access and hardware.
• Maintain IT inventory and track equipment assignments.
• Ensure compliance with company IT policies and procedures.
  
  

Requirements:

• High school diploma or equivalent required; associate degree or technical certification preferred (e.g., CompTIA A ).
• 1 year of experience in a helpdesk, IT support, or similar role.
• Familiarity with Windows and macOS environments, Microsoft 365, and basic networking concepts.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues with patience and clarity.
• Excellent time management and attention to detail.
  
  

Work Environment:

• Onsite support with occasional remote troubleshooting.
• May require lifting up to 25 pounds (e.g., moving equipment).
  
  

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