What are the responsibilities and job description for the IT Helpdesk Technician position at The Atlas Group?
Overview
The IT Helpdesk Technician serves as a key point of contact for technical support, assisting end-users with hardware, software, and network-related issues to ensure minimal disruption to business operations. In addition to managing service requests and troubleshooting system problems, this role provides cross-functional support to various departments to ensure daily operational success.
Responsibilities
- Provide Tier 1 and Tier 2 technical support via phone, email, ticketing system, and in person.
- Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.
- Support enterprise and administrative office applications, including ERP, PLM, CAD, document management, and business productivity tools.
- Provide technical and operational support to various departments (e.g., HR, Finance, Operations, Engineering) to ensure efficient system usage and workflows.
- Manage user accounts, permissions, and access controls in Active Directory and related systems.
- Install, configure, and maintain Windows and macOS systems and approved software platforms.
- Assist with onboarding and offboarding processes, including equipment setup and user provisioning.
- Maintain and update IT documentation, knowledge base articles, and asset inventories.
- Ensure compliance with cybersecurity and regulatory standards (e.g., NIST, CMMC, ITAR, as applicable).
- Assist with system upgrades, patch management, and hardware deployments.
- Provide training and guidance to end-users on systems, applications, and best practices.
- Collaborate with cross-functional teams to support operational and technical needs.
- Perform administrative and coordination tasks, including documentation, reporting, data entry, and internal process support.
- Support continuous improvement of business processes and workflows through effective use of technology.
- Coordinate with vendors for issue resolution, procurement, and service requests.
- Monitor system performance and escalate complex issues to senior IT staff or vendors as needed.
- Actively supports cross‑department needs
Qualifications
- Bachelor’s degree in computer science, Information Technology, Software Engineering, or a related field (or equivalent experience).
- 3–5 years of experience in helpdesk, system support, preferably in a manufacturing environment.
- Proven experience in technical support or desktop support roles with a strong understanding of computer management and troubleshooting.