IT Helpdesk Technician

Responsibilities

• Monitor, respond to and resolve IT support tickets in a timely and professional manner, documenting issues and solutions in the helpdesk system.
• Support and troubleshoot user issues across macOS, Windows 10/11, and Ubuntu desktops and laptops.
• Aid users with Microsoft365 issues including licensing, Outlook, Teams, and Office apps.
• Troubleshoot hardware, networking, VPN, wireless connectivity, and peripheral issues.
• Support troubleshooting our engineering and business applications, including software installation, configuration, licensing, and user access management.
• Escalate complex issues to system/network administrators, network security or application specialists.
• Be available for after-hours or weekend support when necessary to assist with critical updates, maintenance, or business continuity efforts.

System And User Administration

• Install, configure, and maintain computer systems.
• Manage user account, permissions, group memberships, and access requests within Active Directory and Microsoft 365 in accordance with company access control policies and least-privilege principles.
• Assist with administration and maintenance of Windows Server environments, file shares, and other shared resources.
• Support device compliance, endpoint security policies, software deployment, and application management through Microsoft Intune or similar endpoint management platforms.
• Take the lead on supporting our various network printers throughout the company and expanding functionality.
• Serve as a liaison between users and technical staff for escalated issues.

Collaboration And Communication

• Serve as a liaison between users and technical staff for escalated issues.
• Collaborate with Leadership and the Information Technology and Information Security Teams to ensure compliance with internal policies and security standards.
• Maintain detailed documentation of common problems, procedures, and resolutions.

Compliance And Security

• Support the organization's compliance efforts related to NIST SP 800-171, CMMC, and other applicable cybersecurity requirements through secure administration of user accounts, endpoint devices, mobile devices and IT systems.
• Follow established security procedures and promptly report security incidents, vulnerabilities, or policy violations to the Director of Information Technology and Information Security and/or Information System Security Manager (ISSM).
• Maintain accurate inventory records for assigned endpoint devices, mobile devices, peripherals, software assets, and system ownership information.
• Execute onboarding and offboarding procedures, including account provisioning, access modifications, device deployment, mobile device assignment and recovery, asset recovery, and account deactivation in accordance with company security policies.

Qualifications

• Associate Degree in Information Technology with 1+ year of relevant experience, or a High School Diploma/GED with 3+ years of hands-on IT support experience.
• Demonstrated experience troubleshooting hardware, software, networking, and endpoint management issues.
• Familiarity with desktop operating systems, including macOS, Windows, and Ubuntu.
• Experience working in a helpdesk or ticket-based environment.
• Familiarity with Microsoft Intune or similar MDM/MAM platforms for device management.
• Working knowledge of NIST SP 800-171, CMMC, or other regulated cybersecurity frameworks is preferred.
• Eagerness to learn and grow in a fast-paced technical environment.
• Strong internal customer service skills and the ability to communicate effectively with both technical and non-technical users.