ON-SITE Helpdesk Representative

Key Responsibilities

• Provide first-level technical support for desktop, laptop, mobile device, printer, and peripheral issues.
• Respond to and resolve help desk tickets in a timely and professional manner.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Aid users with password resets, account access, and security-related requests.
• Escalate complex technical issues to appropriate IT teams when necessary.
• Install, configure, and deploy computers, monitors, printers, and mobile devices.
• Perform workstation setup, equipment moves, and hardware replacements.
• Maintain inventory records for IT hardware and equipment.
• Support software installations, upgrades, and patching activities.
• Troubleshoot Microsoft Office 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Assist users with VPN connectivity and remote access solutions.
• Support common business applications and provide basic user training when needed.
• Deliver outstanding customer service while supporting employees with varying levels of technical expertise.
• Document incidents, service requests, resolutions, and troubleshooting steps within the ticketing system.
• Maintain accurate records of hardware assignments, software licenses, and support activities.
• Contribute to knowledge base articles and end-user documentation.
• Assist with onboarding and offboarding activities, including account provisioning and equipment setup.
• Support conference room technology and audio/visual equipment.
• Participate in IT projects, upgrades, and office technology initiatives.
• Follow IT policies, security standards, and established procedures.

Qualifications

• High school diploma or equivalent.
• At least 1 year of relevant experience in IT support or a related field.
• Strong problem-solving and communication skills.
• Hands-on technical support experience.
• Ability to work in a fast-paced environment.