IT Help Desk Tech

Key Responsibilities

• Serve as the first point of contact for all IT-related inquiries and support requests via phone, email, or in person.
• Troubleshoot and resolve issues related to desktop and laptop computers, mobile devices, printers, and peripherals.
• Provide user support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Create, manage, and maintain user accounts and security groups in Active Directory and Microsoft 365 Admin Center.
• Aid in new employee onboarding, including domain account creation, email setup, and workstation configuration.
• Document all incidents, troubleshooting steps, and resolutions in the help desk ticketing system.
• Support network connectivity issues, including LAN/WAN and Wi-Fi troubleshooting.
• Maintain IT inventory, including computers, accessories, and software licensing.
• Escalate complex issues to senior IT staff when necessary and follow up to ensure resolution.
• Adhere to Lex Products’ IT security policies and assist in maintaining system compliance and data protection.

Qualifications

• Education & Experience: A degree in IT or a related field is a plus, but not required — equivalent hands-on experience is valued. 2+ years of experience in IT support or help desk operations preferred.
• Technical Skills: Working knowledge of Windows 10/11 and Microsoft 365 administration, experience with Active Directory, file servers, user permissions, and routine server maintenance, basic understanding of network fundamentals (TCP/IP, DHCP, DNS, Wi-Fi), experience with help desk ticketing systems (e.g., Spiceworks, Jira, or ServiceNow) preferred.
• Soft Skills: Excellent communication, interpersonal, and customer service skills, strong attention to detail and organizational skills, ability to manage multiple tasks and prioritize effectively, eagerness to learn and grow within a collaborative IT team environment.