Helpdesk Agent

Key Responsibilities

• Monitor and resolve tickets in the helpdesk queue with accuracy and urgency.
• Prepare laptops, peripherals, accounts, and access for new employees.
• Configure hardware, install required applications, and ensure proper connectivity.
• Enroll, manage, and troubleshoot devices using mobile device management (MDM) platforms such as Intune or Google Workspace.
• Install, configure, update, and troubleshoot business applications and endpoint software.
• Develop and maintain clear, accurate documentation for processes, troubleshooting steps, onboarding, and system usage.
• Support Microsoft 365 environments.
• Support Google Workspace applications including Gmail, Drive, Meet, and Calendar.
• Diagnose and resolve hardware, software, networking, and account issues.
• Deliver empathetic, clear, and solution-focused customer service.
• Collaborate with IT team members to escalate issues and improve processes.
• Cook up, manage, and improve technical documentation, knowledge base articles, and end-user guides.
• Participate in daily standups with an agile team.

Required Skills & Qualifications

• Proven technical troubleshooting experience supporting Windows and ChromeOS environments.
• Hands-on experience with Mobile Device Management (MDM) platforms, including Microsoft Intune or similar solutions.
• Experience supporting and troubleshooting Windows, macOS, Android, and iOS devices.
• Strong knowledge of business applications, SaaS platforms, and end-user software support.
• Experience administering and supporting Microsoft 365 and Google Workspace environments.
• Familiarity with identity and access management solutions, including Okta.
• Experience working with ticketing and service management platforms such as Jira Service Management or similar tools.
• Understanding of fundamental networking concepts, including DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
• Strong customer service skills with a user-focused and solution-oriented approach.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Collaborative team player with a positive attitude and willingness to support colleagues and contribute to continuous improvement initiatives.

Preferred Experience

• 1–3 years of experience in a Help Desk, Service Desk, IT Support, or Desktop Support role.
• Experience supporting remote and hybrid workforce environments.
• Familiarity with identity and access management (IAM) concepts, including user provisioning, deprovisioning, single sign-on (SSO), and multi-factor authentication (MFA).
• Experience supporting Microsoft 365, Google Workspace, Intune, Okta, or similar enterprise platforms.
• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent work experience will be considered.
• Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, ITIL Foundation, Google Workspace Administrator, or Okta Certified Professional are a plus.
• Experience with endpoint management, device deployment, asset tracking, and laptop lifecycle management preferred.
• Exposure to Agile environments and participation in daily standups is a plus.