IT Helpdesk

Role Overview
As an IT Helpdesk Specialist, you will be the first point of contact for technical support within the organization. You will troubleshoot and resolve issues related to our primary systems, provide hardware and software support, and contribute to the optimization of IT workflows. The ideal candidate is resourceful, tech-savvy, and customer-service oriented.

Key Responsibilities
Technical Support: Provide first-level technical support for hardware, software, and network issues in Windows and Mac environments.
Systems Management: Administer and troubleshoot our main systems, including Microsoft 365 (M365) and Slack, ensuring optimal performance and uptime.
Incident Resolution: Respond to and resolve IT tickets promptly via email, chat, or phone, maintaining detailed records in the ticketing system.
Onboarding/Offboarding: Assist in the setup of devices, accounts, and permissions for new hires and ensure secure deactivation of accounts for departing employees.
Device Management: Support and maintain company devices, including laptops, desktops, and mobile devices.
Collaboration Tools: Assist with integrations and troubleshooting for collaboration tools like Slack and other productivity apps.
NinjaOne (Preferred): Leverage NinjaOne for remote monitoring, patch management, and IT automation.
Documentation: Create and update IT documentation, including FAQs and user guides, for internal use.
Communication: Escalate unresolved issues to senior IT staff or external vendors while providing regular updates to end-users.

Qualifications
Experience:
At least 2 years of experience in an IT Helpdesk or technical support role.
Familiarity with remote work environments and supporting distributed teams.

Technical Skills:
Proficient with Microsoft 365 (administration and support).
Skilled in managing Slack workspaces.
Knowledgeable in both Windows and MacOS environments.
Experience with NinjaOne (preferred but not required).
Basic understanding of networking concepts and remote access tools.

Soft Skills:
Strong problem-solving and troubleshooting abilities.
Excellent verbal and written communication in English.
Strong customer service orientation with a focus on user satisfaction.
Ability to prioritize tasks and work independently during US business hours.