Help Desk Support Technician

Job Overview

Helix Traffic Solutions is seeking a proactive and customer-oriented Helpdesk Support Technician to join our growing IT team. In this hybrid role, you will provide Tier 1 technical support for our internal users, assist with device and system deployment, and support daily IT operations across a dynamic and evolving environment.

Objectives

Deliver excellent Tier 1 IT support while promoting consistent standards across all divisions. Maintain strong responsiveness in resolving common user issues in Office 365, remote access, mobile support, and hardware troubleshooting. Help streamline the onboarding and offboarding process across multiple divisions and business units. Act as a local, reliable point of contact for walk-up support while ensuring all support actions are documented in the ticketing system. Balance onsite needs with remote duties, managing workload with independence and efficiency.

Responsibilities and Duties

• Helpdesk Support (Tier 1): Serve as the first point of contact for IT support requests via ticketing system, phone, chat, or in-person walk-ups.
• Troubleshoot and resolve technical issues related to:
• Microsoft Office 365 suite (email, Teams, OneDrive, SharePoint, etc.)
• User password resets and MFA/SSO issues
• Laptop provisioning, configuration, imaging, and deployment
• Printers and multi-function devices (network and local)
• Mobile device setup (iPhones, Samsung tablets) and basic MDM support
• VPN, remote access tools, and work-from-home connectivity
• User Lifecycle Management: Execute onboarding and offboarding tasks, including account creation/deactivation, permission management, and equipment provisioning.
• Clock in at least 3 days per week onsite, perform remote support during offsite days, and ensure courteous, professional handling of sensitive and high-priority requests.
• Provide elevated support to approximately 30 onsite users, including periodic executive-level assistance.

Qualifications

• Technical Skills: Solid understanding of Microsoft Office 365 suite and common troubleshooting scenarios
• Experience with Active Directory, Exchange Online, and remote desktop support tools
• Familiarity with laptop imaging tools and deployment processes
• Competence in supporting mobile devices across iOS and Android platforms
• Experience 2+ years in an IT Helpdesk or Desktop Support role, preferably in a hybrid or remote support model
• Experience supporting a distributed workforce and high-volume ticket environments
• Exposure to executive support or high-priority issue handling a plus

Soft Skills

• Strong written and verbal communication skills
• Empathetic, solution-focused mindset with attention to customer experience
• Self-motivated and organized, with strong time management skills

Objectives

Embrace a dynamic IT environment shaped by acquisitions and organizational expansion. Quickly adapt to varying processes across divisions, helping users through transitional phases. Remain flexible and open to evolving responsibilities as the business scales.

Company Information

Helix Traffic Solutions is a national leader in traffic control and work zone safety, delivering smart, responsive solutions across the country. From high-tech ITS systems to boots-on-the-ground support, we’re shaping the future of infrastructure safety. We're a people-first company with a mission to save lives. At Helix, you’ll find: A culture of safety, service, and integrity Real career growth through training and internal mobility The backing of a national organization, with the heart of a local team A place where your work directly improves public safety.