IT Help Desk

About the role

Wachter's greatest asset is the people who work here. Join the Wachter family and chart your career path! We are seeking a tech-savvy skilled problem solver for our IT Help Desk. In this role, you’ll be the go-to expert for everything from troubleshooting Windows, macOS, and Linux systems to managing our mobile devices and office hardware. Whether you’re resolving a complex software glitch or setting up a new workstation, your goal will be to provide seamless on-site and remote support with a heavy focus on efficiency and great customer service. If you have a knack for independent problem-solving and a solid background in corporate IT—especially with Microsoft 365 and ticketing systems like ServiceNow—we’d love to meet you.

Responsibilities

• Provide on-site and remote IT support for internal employee PCs, Macs, printers, mobile phones, and other office devices
• Troubleshoot and resolve hardware and software issues efficiently on Windows, Mac, and Linux platforms
• Assist users with cloud-based and locally installed applications such as Microsoft 365 applications
• Perform day-to-day identity and device administration in Microsoft Entra ID and Intune (account and group management, MFA and password resets, license assignment, device enrollment, compliance)
• Support employees in their use of approved AI tools such as Claude and Microsoft Copilot, including access provisioning, basic troubleshooting, and helping users apply them to everyday work
• Manage ticket queue and resolve service tickets in a timely manner
• Collaborate with the larger IT team and stakeholders for escalations and issue resolution
• Ensure IT policies and best practices are followed
• Perform routine maintenance and updates on IT equipment
• Maintain accurate records of IT assets and support activities

Requirements

• Proven experience in IT support, preferably in a corporate environment
• Strong knowledge of Windows, macOS, and Linux operating systems
• Proficiency with