IT Support/ Help Desk - Employnet Inc

Essential Responsibilities

• Helpdesk Support
  • Provide onsite and remote support to end users, resolving technical issues promptly.
  • Respond quickly and effectively to IT service desk requests.
  • Monitor, prioritize, and resolve IT support tickets to meet SLA compliance.
  • Offer remote assistance using desktop tools for troubleshooting and support.
  • Assist in training end-users on software and hardware tools as needed.
• Hardware & Software Maintenance
  • Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and peripherals.
  • Configure, install, and maintain hardware, software, and peripherals, including workstations and mobile devices.
  • Assist with the setup, deployment, and configuration of new workstations and equipment for onsite and remote employees.
  • Perform regular patches, updates, and security enhancements on operating systems and applications.
  • Perform workstation hardware and software upgrades as required.
• User & Account Management
  • Manage user accounts and permissions in Active Directory, Azure AD/Entra ID, and other directory services.
  • Provide support for VPN connectivity, network access, and security protocols for remote users.
  • Participate in the onboarding of new employees by setting up hardware and configuring accounts.
• Documentation & Inventory
  • Document issues, resolutions, and steps taken in the IT service desk system.
  • Maintain accurate documentation of procedures, technical issues, and user guides.
  • Maintain an inventory of IT assets, including hardware and software licenses.
• Collaboration & Escalation
  • Work closely with vendors and third-party service providers to resolve hardware or software issues.
  • Escalate complex technical issues to senior IT staff when necessary and track progress.
• Project Support
  • Participate in IT projects, including system migrations, upgrades, and deployments.
  • Assist with user and service migrations between cloud providers, ensuring minimal disruption to end users.

Other Duties

• Participate in the "after-hours " support team as needed.
• Research and explore alternative solutions to technical problems.

Requirements

Skills

• Strong troubleshooting and critical thinking abilities.
• Excellent communication skills, both in person and virtually.
• Strong time-management, organizational, and multitasking skills.
• Ability to work effectively in a fast-paced environment.
• Ability to adapt quickly to changing technology and user needs.
• Understanding of IPv4 networking and the OSI model.
• Familiarity with virtualization concepts, both on-premises and cloud-based.
• Proficient in managing operating systems in a medium-to-large organization (primarily Windows, with some Mac).
• Ability to follow and communicate detailed technical instructions clearly.
• Strong customer service focus and ability to handle support requests calmly and efficiently.
• Proficient with remote support tools for troubleshooting and assistance.
• Ability to lift up to 50 lbs.

Experience

• Minimum of 2 years in an IT helpdesk or IT support role.
• Experience supporting Windows, MacOS, and mobile devices in a multi-site manufacturing environment.
• Experience with network cable drop patching (Ethernet patch bays)
• Network printer deployment and management.
• Basic experience with managing M365 cloud-based applications (SharePoint, Teams, Exchange, etc.).
• Familiarity with virtualization is a plus but not required (preferably vSphere).
• Some experience with cloud-based authentication systems (MFA, SSO, SSPR).
• Proficient with remote support tools for end-user assistance