IT Helpdesk Technician
Posted Updated
- We’re looking for a Helpdesk Technician (Tier 1 & Tier 2) to provide exceptional technical support across our growing organization
- You’ll be the first point of contact for employees seeking IT assistance, supporting a hybrid Windows, Linux, and cloud-based environment while helping ensure a seamless technology experience for the entire company
- Working closely with our System Administrator, Network Engineer, and broader IT team, you’ll troubleshoot hardware, software, networking, and identity-related issues, escalate complex problems when appropriate, and help improve internal IT operations as we continue to scale
- Serve as the primary point of contact for employee IT support requests, delivering timely Tier 1 and Tier 2 technical assistance
- Provide exceptional customer service by delivering friendly, responsive, and professional technical support to employees across the organization
- Troubleshoot and resolve hardware, software, operating system, networking, and account-related issues across Windows, Linux, and cloud environments
- Clearly communicate technical concepts to non-technical users, setting expectations and providing updates throughout the support process
- Manage employee onboarding and offboarding, including laptop provisioning, account creation, permissions, software deployment, and documentation
- Deploy, configure, maintain, and troubleshoot company laptops, desktops, peripherals, and mobile devices
- Own IT asset inventory, lifecycle management, and equipment tracking to ensure accurate records and compliance
- Manage and prioritize the IT ticket queue based on business impact, urgency, and service-level expectations
- Create and maintain internal documentation, troubleshooting guides, and knowledge base articles to improve support efficiency
- Assist with endpoint management, software deployments, system updates, and basic automation using PowerShell and Bash
- Partner with the broader IT team on infrastructure improvements, security initiatives, and ongoing technology projects
- Continuously identify opportunities to improve the employee IT experience, streamline support processes, and enhance overall IT service delivery
- This role is ideal for someone who enjoys solving technical challenges, providing outstanding customer service, and creating a positive support experience for employees in a fast-paced startup environment
- Experience supporting Microsoft Windows environments, including Microsoft Entra ID (Azure AD) and/or Active Directory
- Strong organizational and time management skills, with the ability to prioritize multiple requests in a fast-paced environment
- A collaborative, customer-first mindset with a passion for helping others succeed
- 2+ years of experience in IT Helpdesk, Desktop Support, or Technical Support within a small to mid-sized organization
- Basic scripting experience with PowerShell and Bash for troubleshooting and automation
- Excellent interpersonal and communication skills, with the ability to support both technical and non-technical employees
- Working knowledge of Linux operating systems and basic Linux administration
- Strong troubleshooting and diagnostic skills across hardware, operating systems, software, and user account management
- Industry certifications such as CompTIA A+, Network+, Cisco CCNA, or similar
- Experience supporting macOS environments
- Familiarity with identity and access management, endpoint security, and device compliance
- Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions
- Experience working in a high-growth startup or rapidly scaling technology company
- Experience with IT ticketing systems, knowledge base platforms, and IT asset management tools