IT Helpdesk Technician (Tier 1)

Profile Summary

This role is primarily focused on helpdesk support. You will be responsible for responding to and resolving tickets submitted through our helpdesk application while also supporting broader IT needs for a small team. The IT Helpdesk Technician ensures fast, reliable technical assistance by managing the full ticket lifecycle, troubleshooting Mac and Windows environments, supporting core business applications, and contributing to documentation and process improvements to enhance overall system efficiency.

Job Details

Work from Home Monday to Friday, 8 am – 5 pm EST

Will follow US Holidays

Responsibilities

• Manage the full ticket lifecycle: triage, troubleshoot, resolve, document, and close tickets efficiently.
• Provide end-user support for both macOS and Windows 10/11 (hardware, OS, connectivity, and peripherals).
• Deliver timely support for Adobe Creative Cloud, Microsoft 365 (Outlook, Teams, SharePoint, Office apps), and other internal tools.
• Effectively communicate with the team, provide clear status updates, and collaborate on resolving issues.
• Document and track projects, tasks, and resolutions; give regular updates to the manager on progress and any roadblocks.
• Proactively identify opportunities to improve existing processes, workflows, and tools to increase efficiency and reduce ticket volume.
• Create and maintain knowledge-based articles to help the team and reduce recurring issues.
• Multitask across multiple tickets, projects, and support requests while maintaining high service levels.
• Follow directions while being a self-starter who can research, figure things out, and complete tasks independently.

Key Qualifications

• Minimum 2 years of hands-on IT Helpdesk or Desktop Support experience (not for entry-level candidates).
• Proven experience supporting both macOS and Windows environments.
• Strong proficiency with Adobe Creative Cloud and Microsoft 365.
• Excellent problem-solving, multitasking, and prioritization skills.
• Strong communication skills with the ability to explain technical concepts clearly.
• Solid documentation habits and ability to maintain accurate records.
• Self-starter mindset with the ability to research solutions and work independently.
• Eagerness to learn and contribute to process improvements in a fast-paced environment.

Nice To Have

Candidates with experience or exposure to the following will stand out:

• Basic Active Directory user and group management.
• Familiarity with networking fundamentals (DNS, DHCP, TCP/IP).
• Experience with PowerShell or scripting for automation.
• Knowledge of Windows Server, virtualization (VMware, Hyper-V), or backups.
• Experience with cloud services (Azure AD / Entra ID, Intune).
• Basic Linux command line experience.
• Ability to assist with server maintenance or imaging/deployment tasks.