IT Helpdesk Technician

About the role

We're looking for a Helpdesk Technician (Tier 1 & Tier 2) to provide exceptional technical support across our growing organization. You'll be the first point of contact for employees seeking IT assistance, supporting a hybrid Windows, Linux, and cloud-based environment while helping ensure a seamless technology experience for the entire company.

Responsibilities

• Serve as the primary point of contact for employee IT support requests, delivering timely Tier 1 and Tier 2 technical assistance.
• Provide exceptional customer service by delivering friendly, responsive, and professional technical support to employees across the organization.
• Troubleshoot and resolve hardware, software, operating system, networking, and account-related issues across Windows, Linux, and cloud environments.
• Clearly communicate technical concepts to non-technical users, setting expectations and providing updates throughout the support process.
• Manage employee onboarding and offboarding, including laptop provisioning, account creation, permissions, software deployment, and documentation.
• Deploy, configure, maintain, and troubleshoot company laptops, desktops, peripherals, and mobile devices.
• Own IT asset inventory, lifecycle management, and equipment tracking to ensure accurate records and compliance.
• Manage and prioritize the IT ticket queue based on business impact, urgency, and service-level expectations.
• Create and maintain internal documentation, troubleshooting guides, and knowledge base articles to improve support efficiency.
• Assist with endpoint management, software deployments, system updates, and basic automation using PowerShell and Bash.
• Partner with the broader IT team on infrastructure improvements, security initiatives, and ongoing technology projects.
• Continuously identify opportunities to improve the employee IT experience, streamline support processes, and enhance overall IT service delivery.

Requirements

• 2+ years of experience in IT Helpdesk, Desktop Support, or Technical Support within a small to mid-sized organization.
• Strong troubleshooting and diagnostic skills across hardware, operating systems, software, and user account management.
• Experience supporting Microsoft Windows environments, including Microsoft Entra ID (Azure AD) and/or Active Directory.
• Working knowledge of Linux operating systems and basic Linux administration.
• Basic scripting experience with PowerShell and Bash for troubleshooting and automation.
• Excellent interpersonal and communication skills, with the ability to support both technical and non-technical employees.
• Strong organizational and time management skills, with the ability to prioritize multiple requests in a fast-paced environment.
• A collaborative, customer-first mindset with a passion for helping others succeed.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Cisco CCNA, or similar.
• Experience supporting macOS environments.
• Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions.
• Familiarity with identity and access management, endpoint security, and device compliance.
• Experience working in a high-growth startup or rapidly scaling technology company.
• Experience with IT ticketing systems, knowledge base platforms, and IT asset management tools.