Help Desk

Position Summary

The Help Desk position serves as the primary point of contact for day-to-day IT support at Demco. This role is responsible for providing timely, professional support to employees, resolving common hardware, software, access, printing, and connectivity issues, and ensuring support requests are properly documented and managed. The Help Desk position owns the first level of troubleshooting and resolution while recognizing when issues require escalation to other IT team members.

Key Responsibilities

End-User Support

· Serve as the primary contact for employee IT support requests.

· Troubleshoot workstation, laptop, monitor, docking station, printer, scanner, phone, and peripheral issues.

· Support Microsoft 365 applications and other commonly used business applications.

· Troubleshoot basic network, wireless, VPN, and connectivity issues.

· Assist employees with password, MFA, account, and access issues.

· Provide support to employees at all Demco locations.

Ticket Management

· Monitor and manage the IT help desk ticket queue.

· Accurately document issues, troubleshooting performed, and final resolutions.

· Prioritize requests based on business impact and urgency.

· Communicate status and expected next steps to users.

· Escalate issues appropriately when additional technical expertise is required.

· Identify recurring support issues and bring them to the IT team for permanent resolution.

User & Device Administration

· Assist with employee onboarding, transfers, and offboarding.

· Configure and deploy computers, monitors, phones, printers, and other technology.

· Install approved applications and maintain standard workstation configurations.

· Maintain accurate computer, peripheral, and equipment inventory.

· Assist with user accounts, groups, permissions, and Microsoft 365 administration within established procedures.

Security

· Follow established cybersecurity policies and procedures.

· Assist employees with MFA and other security technologies.

· Recognize and escalate suspicious emails, malware, account activity, or other potential security events.

· Help educate employees on safe and appropriate use of company technology.

Documentation & Knowledge Management

· Create and maintain documentation for common support issues and procedures.

· Develop repeatable processes for common Help Desk activities.

· Maintain accurate records of equipment assignments and system changes.

· Share recurring issues and solutions with the IT team.

Team & Project Support

· Assist the System Admin Specialist and System Administrator with projects and deployments.

· Participate in workstation replacements, software deployments, equipment upgrades, and other IT initiatives.

· Develop technical skills through cross-training with other members of the IT team.