Helpdesk Support Technician - Hybrid

Overview

Our client is seeking an End User Support Contractor to provide technical support, including maintenance of the computer desktop environment, by understanding and analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the IT Helpdesk. The role involves administration and internal support of computers (Mac/PCs), printers, and related equipment. This position requires end‑user support, license tracking, and performing Mac/PC maintenance, upgrades, and configurations.

The contractor will work on site 2–3 days a week.

• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to requests received through the IT Helpdesk ticketing system.
• Process tickets assigned to the queue on a first‑in, first‑out basis based on priority and request type.
• Modify configurations, utilities, and software default settings for local workstations.
• Utilize and maintain the helpdesk tracking software, Jira.
• Propose ongoing improvements to support processes and document current and new procedures.
• Assist with onboarding/offboarding of users, including account creation, laptop setup, and deployment for new employees using standard hardware, images and software.

• 2 or more years of professional experience.
• Excellent customer service skills.
• Experience troubleshooting computer hardware and software systems.
• Experience with JIRA, MS Office (O365), Windows 10/11, macOS, and Go To Assist  or other remote support tools.
• Working knowledge of Active Directory account creation and Exchange Mailbox creation in an O365/Exchange environment preferred.
• Working knowledge of Mobile Device Management and remote support for handheld smartphones and tablets.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.