What are the responsibilities and job description for the IT Helpdesk Administrator position at CIA WHEEL GROUP?
Position Summary:
The Wheel Group is seeking a hands-on IT Helpdesk Administrator to serve as the primary point of contact for internal technical support. Working under the direct supervision of the IT Manager, you will take ownership of day-to-day desktop operations, ensuring our fleet of approximately 200 endpoints remains secure, updated, and functional. This role is critical in supporting both our corporate office and warehouse operations.
Key Responsibilities:
• Desktop Support & Security (Primary Focus):
◦ Provide Tier 1 and Tier 2 on-site support for desktops, laptops, and Macs.
◦ Patch Management: Take full ownership of ensuring all workstations are current with Windows updates and critical security patches using internal management tools.
◦ Monitor antivirus status (SentinelOne) to ensure all endpoints are actively protected.
• User & Access Administration:
◦ Manage user onboarding and offboarding under the direction of the IT Manager, including configuring new hardware and setting up accounts.
◦ Administer user accounts and permissions in Active Directory and Office 365 (Teams, Exchange Online, OneDrive).
◦ Assist users with remote connectivity issues, including VPN and Remote Desktop (RDS) access to business applications.
• Warehouse & Operational Support:
◦ Troubleshoot connectivity and hardware issues for warehouse devices, including barcode scanners and Zebra/label printers.
◦ Diagnose basic network connectivity issues (Wi-Fi/LAN) and escalate to the IT Manager or MSP when necessary.
• Documentation & Inventory:
◦ Maintain an accurate inventory of IT assets (computers, monitors, scanners, and peripherals).
◦ Document troubleshooting procedures and solutions to build an internal knowledge base.
Qualifications:
• Education/Experience:
◦ Associate degree in IT or relevant certifications (CompTIA A , Network , or Microsoft Fundamentals).
◦ 2 years of experience in an IT Helpdesk or Desktop Support role.
• Required Skills:
◦ Strong proficiency in troubleshooting Windows OS and Microsoft Office 365 applications.
◦ Experience managing users in Active Directory.
◦ Understanding of TCP/IP networking basics (DNS, DHCP, IP addressing).
◦ Ability to lift up to 50 lbs (servers, desktops, printers) and walk warehouse floors.
• Preferred Skills (Big Pluses):
◦ Microsoft Azure: Familiarity with Azure Active Directory (Entra ID) or basic cloud server concepts is a strong plus.
◦ TracerPlus / Warehouse Tech: Experience troubleshooting TracerPlus software or handheld barcode scanners is highly desired.
◦ Experience supporting legacy ERP connections (RDP).
• Soft Skills:
◦ Ability to follow detailed technical direction from the IT Manager.
◦ Strong communication skills to explain technical issues to non-technical staff.
◦ Self-starter with the ability to prioritize daily support tickets effectively.
Salary : $25 - $27