IT Helpdesk Specialist

About the Role

We're looking for an IT Helpdesk Specialist to join our IT team and serve as the first point of contact for technical support across the organization. This role is responsible for resolving day-to-day IT issues, preparing equipment for new hires, supporting employees across multiple office locations, and delivering a high level of customer service.

You'll work closely with the IT Manager to ensure employees have the tools and support they need to be successful. While you'll own most Helpdesk requests from start to finish, more complex infrastructure, networking, cloud, and security-related issues will be escalated.

Key Responsibilities

End User Support

·      Serve as the primary point of contact for IT support requests.

·      Troubleshoot Windows and macOS computers, printers, monitors, peripherals, and mobile devices.

·      Support Microsoft 365 applications, Outlook, Teams, VPN, Wi-Fi, password resets, MFA, and account access issues.

·      Install, configure, and maintain approved hardware and software.

·      Provide onsite and remote support for employees in New York, Los Angeles, China, and remote employees throughout the United States.

·      Deliver timely, professional, and friendly customer service.

·      Document troubleshooting steps, resolutions, and completed work within the IT ticketing system.

·      Escalate complex issues while keeping users informed throughout the process.

Onboarding & Offboarding

·      Prepare and deploy laptops, desktops, monitors, and accessories for new hires.

·      Configure required software and verify devices are ready for use.

·      Coordinate onboarding and offboarding activities with HR and hiring managers.

·      Collect, inspect, and reassign company equipment.

·      Maintain onboarding and offboarding documentation.

Device & Asset Management

·      Manage the lifecycle of company-owned devices from deployment through retirement.

·      Maintain accurate asset inventory, warranty information, and asset tags.

·      Prepare and ship equipment to remote employees.

·      Organize storage areas and retired equipment.

Documentation

·      Create and maintain Knowledge Base articles.

·      Document recurring issues and troubleshooting procedures.

·      Ensure support tickets contain accurate and detailed notes.

Escalation

·      Servers and virtualization

·      Microsoft Entra ID and Microsoft 365 administration

·      Cloud infrastructure

·      Advanced networking and firewalls

·      Cybersecurity incidents

·      Vendor management

·      Infrastructure projects

·      System architecture and automation

Who We're Looking For

We're looking for someone who enjoys solving problems, takes pride in helping others, and has a strong customer service mindset.

·      2–4 years of IT Helpdesk or Desktop Support experience.

·      Experience supporting Windows, macOS, and Microsoft 365.

·      Strong troubleshooting and problem-solving skills.

·      Excellent verbal and written communication.

·      Strong organizational and time management skills.

·      Ability to manage multiple priorities in a fast-paced environment.

·      Positive attitude and willingness to learn.

·      Knows when to resolve an issue and when to escalate it.

Nice to Have

·      Experience with Freshservice, Jira Service Management, ServiceNow, or similar ticketing platforms.

·      Exposure to Microsoft Entra ID, Active Directory, Kandji, or Intune.

·      Basic understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

·      CompTIA A , Network , or similar certifications.

Success in This Role

Within your first six months, you should be able to:

·      Resolve the majority of day-to-day Helpdesk requests independently.

·      Manage onboarding and offboarding with minimal supervision.

·      Maintain accurate IT inventory and documentation.

·      Build strong relationships through exceptional customer service.

·      Escalate complex issues appropriately while maintaining ownership of the user experience.

Why Join Us?

This is an opportunity to join a growing IT department where you'll gain hands-on experience, work with modern technologies, and make a meaningful impact across the business. You'll work directly with IT leadership, expand your technical skills, and have a clear path for career growth.

Career Path

IT Helpdesk Specialist → IT Support Specialist II → Systems Administrator → Senior Systems Administrator

Salary: $60,000 - $65,000 DOE