Help Desk Associate

Overview

The Corporate Helpdesk Associate provides technical support to office-based and remote employees across the organization. This role ensures that corporate workstations, applications, collaboration tools, and cloud services operate reliably and securely. The associate supports both macOS and Windows environments, manages devices through modern management platforms, and delivers high-quality assistance to users with varying technical skill levels.

• End-User Support (Mac & Windows):
  Provide hands-on and remote support for macOS and Windows devices.
• Troubleshoot issues involving system performance, OS updates, login problems, software installations, drivers, and connectivity.
• Set up, configure, and secure devices for new hires and refresh cycles.

• Device & Endpoint Management:
  Manage corporate endpoints using system management tools.
• Ensure devices meet security, configuration, and compliance standards.
• Deploy software, patches, profiles, and updates across the environment.
• Troubleshoot enrollment, policy application, and compliance-related issues.

• Identity, Access & Cloud Services:
  Assist with provisioning, MFA setup, password resets, and group permissions.
• Provide support for Exchange, SharePoint and One Drive

• Corporate Application Support:
  Support corporate applications including productivity suites, collaboration tools, and departmental software.
• Assist with software deployment, access management, license tracking, and user onboarding.
• Troubleshoot application performance issues, compatibility problems, and workflow challenges.

• Network & Connectivity Support:
  Troubleshoot basic network issues, including Wi-Fi connectivity, VPN access, DNS resolution, and wired port issues.
• Support users with remote access tools, MFA, and secure workstation configurations.
• Collaborate with network teams when deeper troubleshooting or configuration changes are required.

• Terminal / Command Line Support
• Incident Management & Documentation:
  Log and manage support requests through the organization’s ticketing system.
• Document troubleshooting procedures, solutions, and device configurations.
• Maintain accurate asset inventory of computers, accessories, and licensed software.
• Create and maintain knowledge base articles and end-user documentation.

• User Support & Training:
  Provide approachable, effective support for employees at all technical levels.
• Assist with onboarding tasks such as workstation setup, user account provisioning, and introduction to corporate tools (One Drive, SharePoint, email, collaboration tools).
• Support conference room technology, and presentation equipment.
• Train users on best practices for device care, security, file management, and productivity tools.

• Collaboration & Continuous Improvement:
  Participate in device rollouts, OS upgrades, cloud migrations, and other IT-driven initiatives.
• Identify recurring issues and recommend process or technology improvements to enhance the user experience.

• 2–4 years of IT support or corporate helpdesk experience.
• Strong proficiency with macOS and Windows support
• Basic skills in Command Prompt and macOS Terminal commands.
• Strong understanding of modern collaboration tools; basic networking
• Excellent troubleshooting, multitasking, and communication skills.
• Highly organized, self-directed, and customer-service focused.
• Physical & Work Environment Requirements (lift 20–40 lbs)
• Comfortable supporting both on-site and remote employees.
• Willingness to assist during after-hours maintenance windows

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