IT Helpdesk & Support Specialist

Benefits:

401(k)
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance

Overview

As a key member of the System & Admin team, the IT Service Technician role provides advanced IT user support, account setup, and administration of various IT systems for multiple business units and team members across the US. This in-office, full time, role reports directly to the Director of Systems and Admin, is critical to the efficient operation of the business, and requires regular interaction with all levels of personnel in the organization.

Compensation & Schedule

Full-time, in-office; Monday-Friday 8:00am-5:00pm
Optional overtime available with approval
$18-$20/hour based on experience

Key Responsibilities

Provide friendly, effective IT support to employees both onsite and remotely, resolving issues promptly and keeping users informed throughout the process.
Serve as the primary point of contact for IT-related questions, concerns, and troubleshooting, fostering positive relationships across the organization.
Maintain and continuously improve IT standard operating procedures (SOPs) to enhance the support experience for all team members.
Assist with new hire onboarding by setting up credentials, security access, and devices, ensuring a smooth start for new employees.
Manage the deployment, enrollment, and configuration of devices, including laptops, iPads, and iPhones, with a focus on user experience.
Track and manage software licenses and provide guidance to employees on proper usage.
Maintain an organized inventory of IT assets and ensure employees have the tools they need to succeed.
Support system administration tasks such as active directory, group policy, and system updates in coordination with the IT team.
Administer cloud-based services (Zoom, Google Workspace, Microsoft 365) and provide hands-on support for employees.
Oversee MDM platform operations, including deployment, configuration, monitoring, and repairs/replacements, always prioritizing employee needs.
Perform other IT duties as needed, maintaining a user-first approach.

Ideal Candidate

Enjoys helping people and solving problems in a team environment.
Communicates clearly, patiently, and positively with colleagues of varying technical skill levels.
Eager to learn and takes pride in ensuring employees have smooth access to IT tools.
Comfortable supporting both technical tasks and interpersonal interactions.

Requirements

Some hands-on experience with technical support or customer service (class projects, internships, or previous work experience).
Strong desire to help others and provide excellent customer service.
Basic familiarity with Apple devices (Mac, iPhone, iPad) and general software navigation.
Ability to assist with troubleshooting hardware, mobile devices, and software issues.
Comfortable learning to manage user accounts, groups, and cloud services (Jamf, Google Workspace, Microsoft 365).
Ability to manage multiple support requests and prioritize tasks.
Good verbal and written communication skills, including professional phone etiquette.

Preferred Qualifications

Experience in a fast-paced environment or prior customer service experience.
Interest in IT operations, networking basics, or remote support tools.
Eagerness to develop hands-on skills in technical support and IT administration.

Physical Demands

Lifting up to 20 pounds occasionally and frequently moving small objects
Frequently sitting for long periods of time
Walking or standing occasionally
This position works mostly indoors going outdoors may be frequently required
Must have manual use of hands and vision to use computer constantly

IT Helpdesk & Support Specialist

Benefits

Perks

Skills

About the Role

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