Helpdesk Administrator

Roles And Responsibilities

• Helpdesk Ownership
• Serve as the first point of contact for IT support, resolving issues via phone, chat, email, or in person.
• Record, document, and escalate support tickets as needed.
• Cloud & SaaS Support
• Administer and support Office 365 tenant management (Exchange Online, Teams, SharePoint).
• Troubleshoot cloud identity and access issues (Active Directory, Azure AD, MFA).
• Aid with SaaS application provisioning and license management.
• IT Asset & Endpoint Management
• Catalog and manage IT assets through their lifecycle.
• Configure, deploy, and support Windows 11 devices and user peripherals.
• Maintain asset monitoring systems (e.g., Lansweeper, Intune or similar).
• Infrastructure & Security Support
• Assist with network and server operations under guidance of the Infrastructure Manager.
• Assist with VoIP, DNS, DHCP, and VPN troubleshooting.
• Apply and promote cybersecurity best practices across endpoints and accounts.
• Onsite Responsibilities
• Set up workstations, move and install office equipment (must be able to lift up to 30 lbs).
• Provide hands-on support for events, conference room tech, and branch offices.
• Continuous Improvement
• Document and maintain SOPs for troubleshooting and escalation.
• Recommend process improvements for efficiency and service quality.
• Participate in a rotating on-call schedule.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 4+ years of hands-on IT support experience.
• Experience supporting cloud/SaaS environments (Office 365, Azure, or similar).
• Knowledge of a Professional Employer Organization (PEO) environment a plus.