IT Helpdesk Specialist
About the role
We're looking for a Junior IT Helpdesk Specialist to join our IT Operations team and provide internal Tier 1–2 IT support to employees. Your main responsibility will be managing employee onboarding and offboarding, including account setup, access management, equipment coordination, and basic troubleshooting. When onboarding and offboarding activity is low, you'll help manage the IT helpdesk queue, troubleshoot user issues, and escalate more complex concerns to the senior IT team.
Key responsibilities
Manage employee onboarding and offboarding processes.
Set up and manage user accounts, access, email, and shared drives.
Support Microsoft 365 and Google Workspace administration.
Handle Tier 1–2 IT support tickets such as password, account, email, software, and connectivity issues.
Troubleshoot basic hardware, software, and user access concerns.
Escalate complex issues to the appropriate IT team with proper documentation.
Maintain accurate records of IT requests and resolutions.
Assist with ordering and coordinating employee devices and equipment.
Follow established IT security, access, and onboarding/offboarding procedures.
Work closely with the local IT team to resolve employee technology issues.
About you
Experience in IT Helpdesk, Technical Support, Desktop Support, or a similar role is preferred.
Working knowledge of Microsoft 365 including Exchange, Teams, and Entra ID/Azure AD.
Working knowledge of Google Workspace including Gmail, Drive, and Admin Console.
Good troubleshooting skills for common desktop, account, software, and connectivity issues.
Strong communication and problem-solving skills.
Organized and able to manage multiple IT tickets and requests.
Comfortable following established processes and checklists.
Willingness to learn and grow in IT Operations and Security.