IT Helpdesk Support

This hourly, non-exempt role reports to the IT Infrastructure Manager within the Information Technology department. The IT Helpdesk Support serves as the primary point of contact for IT requests and problem resolution, supporting team members by handling help desk requests, troubleshooting issues, and ensuring a high level of customer service. As part of the Infrastructure Team, the position collaborates on infrastructure-related projects and shares responsibility for team-based, after-hours support.

Responsibilities

• Serve as the main contact for the IT Help Desk, responding to requests and incidents in a timely and professional manner
• Document all help desk activities to ensure transparency and continuity for both IT and team members
• Troubleshoot issues, research potential solutions, and determine the appropriate course of action
• Follow established procedures to execute standard requests, including Active Directory changes, email and phone system updates, and handheld/end-user device support
• Recommend appropriate actions for non-standard requests and escalate issues when needed
• Support and adhere to IT security policies, standards, and best practices; maintain appropriate access controls and data protection
• Monitor for and report potential security incidents, vulnerabilities, or suspicious activity
• Assist with IT security initiatives, audits, and compliance efforts as assigned
• Escalate requests to other IT team members when appropriate
• Update and maintain IT asset inventory when executing changes
• Develop, update, and maintain documentation for IT processes and team member procedures
• Provide assistance to other members of the IT team as needed
• Assist with PC and laptop imaging and deployment
• Support new team members onboarding and offboarding, including account creation and removal
• Participate in infrastructure projects alongside the IT team
• Share in providing after-hours, team-based IT support

Requirements

• Delivering outstanding customer service to a diverse group of users
• Positively engaging with team members and collaborating within a team environment
• Working independently while effectively prioritizing tasks
• Troubleshooting issues thoroughly to identify root causes and address the full scope of problems
• Researching solutions and presenting thoughtful recommendations
• Following established procedures to ensure consistent results, while also identifying opportunities to document or improve processes
• Continually learning to expand understanding of technology and business operations
• Demonstrating logical thinking and process-oriented problem solving

Qualifications

• 2 years of professional work experience preferred
• Working knowledge of basic networking concepts, including DNS, DHCP, LAN, and WAN
• Demonstrated proficiency through experience, training, certification, and/or education in:
  • Microsoft Office 365 services
  • Microsoft Windows Remote Desktop Services
  • Microsoft Windows installation and configuration
  • Microsoft Active Directory (user and group management)
  • IP phone systems
  • General IT troubleshooting and end-user support

Benefits

You’ll be part of a supportive, knowledgeable IT team that values growth, collaboration, and continuous improvement—while making a meaningful impact on the daily success of our team members.

Pay

$26 – $33 per hour, commensurate with experience and skills.