As the go-to tech hero, the IT Helpdesk Support role is all about solving problems, saving the day, and keeping our digital world running smoothly. From troubleshooting tech issues and managing system access to making sure new hires are set up for success, you're at the heart of a smooth IT experience. You'll play a key role in delivering top-notch support to employees, all while diving into exciting IT projects, sharpening your skills, and keeping our documentation sharp and up-to-date. Every day brings something new—and you're the one who makes it all work like magic.What You'll DoYou’ll be part of a team that gets things done, works with purpose, and takes pride in the results. Your day-to-day responsibilities may include:365 AdministrationManage user mailboxes, distribution lists, and shared mailboxesImplement and manage MFA for users to enhance security.Access ProvisioningManage provision access for all company applications, ensuring users have the appropriate permissions.Maintain records of access levels and update them based on role changes or organizational requirements.Onboarding New HiresCoordinate the onboarding process, ensuring all IT requirements are set up for new hires.Configure and prepare new and existing PCs for deployment, ensuring all software and configurations meet company standardsSoftware SupportInstall, update, and troubleshoot software applications as needed.Ensure all software licenses are managed and compliant with company policies.Provide support and training for end users on the effective use of software applications.Helpdesk SupportTriage/AssignmentTriage incoming helpdesk tickets and assign them based on priority and expertise needed.Monitor ticket queues and escalate issues as needed to ensure timely resolution.L1–L2 TicketsResolve Level 1 to Level 2 support tickets, ranging from basic troubleshooting to more complex IT issues.Escalate Level 2 problem tickets and Level 3 tickets as needed.
