IT Helpdesk Administrator

Position Summary:

The Wheel Group is seeking a hands-on IT Helpdesk Administrator to serve as the primary point of contact for internal technical support. Working under the direct supervision of the IT Manager, you will take ownership of day-to-day desktop operations, ensuring our fleet of approximately 200 endpoints remains secure, updated, and functional. This role is critical in supporting both our corporate office and warehouse operations.

Key Responsibilities:

• Desktop Support & Security (Primary Focus):

    ◦ Provide Tier 1 and Tier 2 on-site support for desktops, laptops, and Macs.

    ◦ Patch Management: Take full ownership of ensuring all workstations are current with Windows updates and critical security patches using internal management tools.

    ◦ Monitor antivirus status (SentinelOne) to ensure all endpoints are actively protected.

• User & Access Administration:

    ◦ Manage user onboarding and offboarding under the direction of the IT Manager, including configuring new hardware and setting up accounts.

    ◦ Administer user accounts and permissions in Active Directory and Office 365 (Teams, Exchange Online, OneDrive).

    ◦ Assist users with remote connectivity issues, including VPN and Remote Desktop (RDS) access to business applications.

• Warehouse & Operational Support:

    ◦ Troubleshoot connectivity and hardware issues for warehouse devices, including barcode scanners and Zebra/label printers.

    ◦ Diagnose basic network connectivity issues (Wi-Fi/LAN) and escalate to the IT Manager or MSP when necessary.

• Documentation & Inventory:

    ◦ Maintain an accurate inventory of IT assets (computers, monitors, scanners, and peripherals).

    ◦ Document troubleshooting procedures and solutions to build an internal knowledge base.

Qualifications:

• Education/Experience:

    ◦ Associate degree in IT or relevant certifications (CompTIA A+, Network+, or Microsoft Fundamentals).

    ◦ 2+ years of experience in an IT Helpdesk or Desktop Support role.

• Required Skills:

    ◦ Strong proficiency in troubleshooting Windows OS and Microsoft Office 365 applications.

    ◦ Experience managing users in Active Directory.

    ◦ Understanding of TCP/IP networking basics (DNS, DHCP, IP addressing).

    ◦ Ability to lift up to 50 lbs (servers, desktops, printers) and walk warehouse floors.

• Preferred Skills (Big Pluses):

    ◦ Microsoft Azure: Familiarity with Azure Active Directory (Entra ID) or basic cloud server concepts is a strong plus.

    ◦ TracerPlus / Warehouse Tech: Experience troubleshooting TracerPlus software or handheld barcode scanners is highly desired.

    ◦ Experience supporting legacy ERP connections (RDP).

• Soft Skills:

    ◦ Ability to follow detailed technical direction from the IT Manager.

    ◦ Strong communication skills to explain technical issues to non-technical staff.

    ◦ Self-starter with the ability to prioritize daily support tickets effectively.