IT Helpdesk Agent

IT Helpdesk Agent

Company: Truly Free Home

Department: Information Technology

Reports To: Director of Information Technology

Location: Onsite (HQ1)

Employment Type: Full-Time

Classification: Non-Exempt

Compensation: $22–$28 per hour

Role Summary:

The IT Helpdesk Agent provides first-line technical support to employees across Truly Free Home. This role is responsible for troubleshooting hardware, software, network, account access, and general technology issues; onboarding new employees with the tools and systems they need; and maintaining a responsive, service-oriented internal IT experience.

The ideal candidate is patient, resourceful, organized, and able to explain technical issues clearly to non-technical employees. This role requires strong follow-through, accurate documentation, and a commitment to providing excellent internal customer service.

Key Responsibilities:

Helpdesk & Technical Support:

• Serve as the first point of contact for employees experiencing technology issues.
• Troubleshoot computer, laptop, monitor, printer, peripheral, software, and connectivity problems.
• Diagnose and resolve internet, Wi-Fi, VPN, and network access issues.
• Assist employees with password resets, account access, and login issues.
• Provide support for Microsoft 365 and other company software and applications.
• Escalate complex technical issues to the appropriate IT resource or vendor.
• Track support requests and ensure issues are followed through to resolution.
• Maintain clear and accurate documentation of support activities and recurring issues.

New Employee Technology Setup:

• Prepare computers and technology equipment for new employees.
• Set up employee accounts, email, software, and system access.
• Install and configure required applications and security tools.
• Coordinate equipment delivery and setup for remote employees.
• Ensure new employees have the technology and access necessary to be productive on their first day.
• Assist with technology setup during employee transfers, promotions, and role changes.

Employee Technology Support:

• Help employees understand and effectively use company technology.
• Provide basic training and guidance on software, systems, and equipment.
• Assist employees with technology-related questions and day-to-day technical needs.
• Communicate technical information in a clear, patient, and non-technical manner.
• Maintain a high level of responsiveness and professionalism when supporting employees.

IT Equipment & Asset Support:

• Help maintain records of company computers, equipment, and other technology assets.
• Assist with the deployment, replacement, recovery, and retirement of IT equipment.
• Troubleshoot hardware issues and coordinate repairs or replacements when needed.
• Maintain organized records of assigned equipment and employee technology.

Security & Access:

• Follow company IT security policies and procedures.
• Assist with user access and permissions in accordance with established procedures.
• Help identify and escalate potential security concerns, suspicious activity, or compromised accounts.
• Support password and account security practices.
• Maintain confidentiality of company and employee information.

Documentation & Process Improvement:

• Document common technical issues and solutions.
• Help create and maintain internal IT support guides and knowledge-base materials.
• Identify recurring problems and recommend solutions to reduce future support requests.
• Assist with improving IT onboarding and helpdesk processes.
• Maintain accurate records of IT support activities.

Qualifications:

• 1–3 years of experience in an IT helpdesk, desktop support, technical support, or similar role preferred.
• Strong troubleshooting and problem-solving skills.
• Comfortable supporting Windows computers and common business software.
• Familiarity with Microsoft 365, email, user accounts, and basic networking.
• Ability to troubleshoot internet, Wi-Fi, printer, hardware, and software issues.
• Strong customer-service orientation.
• Excellent communication skills, both written and verbal.
• Ability to prioritize multiple support requests and manage time effectively.
• Strong attention to detail and follow-through.
• Ability to work independently in a remote environment.
• Ability to maintain confidentiality and handle employee information appropriately.

Preferred Skills & Experience:

• Experience supporting a remote workforce.
• Experience with Microsoft 365 administration.
• Experience with an IT ticketing/helpdesk system.
• Familiarity with user provisioning and deprovisioning.
• Basic understanding of networking, VPNs, DNS, and Wi-Fi troubleshooting.
• Experience with device management or endpoint management systems.
• Experience documenting IT processes and creating knowledge-base resources.

Core Competencies:

Customer Service: Provides patient, professional, and solutions-oriented support to employees.

Problem Solving: Approaches technical problems logically and works toward practical solutions.

Communication: Explains technical information clearly to employees with varying levels of technical knowledge.

Organization: Manages multiple requests, equipment, accounts, and priorities accurately.

Follow-Through: Takes ownership of issues and ensures they are resolved or properly escalated.

Adaptability: Learns new systems and technologies quickly and adjusts to changing business needs.

Confidentiality: Handles employee, company, and technology information responsibly.

Success in This Role:

Success in the IT Helpdesk Agent role means employees can quickly get the technical help they need, new employees have the equipment and system access necessary to be productive from day one, and IT issues are documented, tracked, resolved, and escalated appropriately.

Key indicators of success include:

• Fast and responsive employee support
• High percentage of issues resolved at the helpdesk level
• Successful and timely new-hire technology setup
• Accurate equipment and access records
• Clear documentation of recurring issues and solutions
• Strong employee satisfaction with IT support
• Consistent adherence to IT security and access procedures