Technician, Help Desk

Position Summary

The Help Desk Technician delivers first-line technical support and maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Service Desk. They will be responsible for administration and internal support of the company’s applications and endpoints to include PCs, printers, servers, IP phones, conference room devices and mobile devices. Tasks include Service Desk ticket management and routing, end user support, asset and license tracking, and performing regular device maintenance, upgrades and deploying configurations.

This role is responsible for ensuring timely, professional technical assistance and support and accurate issue resolution related to computer systems, hardware, or software while adhering to GxP compliance, cybersecurity and service management standards. Responds to queries, runs diagnostic programs, isolates problem, determines root cause and implements solutions.

• Regularly monitor the IT Service Desk for incoming incident and service requests, routing them to the correct team and/or technician, managing priority levels and providing quick primary responses to the end users.
• Provide Level 1/2 Service Desk timely technical support for hardware, software, mobile, and network-related issues through accurate issue resolution within predetermined and defined Service Level Agreements.
• Manage individual technician Service Desk ticket queue and prioritize tickets based on business impact/urgency matrix and first in first out priority.
• Document incidents, service request details, resolutions, repeatable processes, asset details, and edit internal knowledge articles accurately to reflect known solutions.
• Troubleshoot and support Windows OS, Apple iOS, Android OS, MS 365, MS Teams, enterprise business applications, and elevate issues as needed within established parameters.
• Leverage the endpoint management, support and security solution (Manage Engine Endpoint Central, Intune Remote Help, Log Me In ) to assist users and resolve endpoint issues remotely.
• Maintain user accounts adhering to least privilege principle and role-based access permissions.
• Manage end user product usage licensing through Active Directory, Entra  (Azure AD), and the Microsoft 365 Admin Center and other software sites as needed.
• Deploy and ensure successful execution and monitoring of Druva inSync endpoint backups.
• Escalate complex issues at time of to the Senior Helpdesk Technician, L2 Systems Administrator Technician, IT Security Analyst, IT Security Team, IT Infrastructure and Operations Manager and/or Sr. Director IT Operations and Security as needed.
• Deploy applications and configurations in Intune to deploy to managed devices through Microsoft Intune.
• Responsible for device and account deployment for new hire onboarding experience to include asset tracking, appropriate role-based security groups’ Intune policy and resource access assignments.
• Responsible for accurate asset management of all hardware, peripherals, software, and all software licenses.
• Assist with training and onboarding new users as necessary in New Hire events or as 1:1 support for end users.
• Create detailed and accurate documentation of approved repeatable operating procedures to enhance knowledge base.
• Responsible for device and account deployment for new hire onboarding experience to include asset tracking, assigning appropriate role-based security groups, Intune user and device policies and resource access.
• Responsible for accurate asset management of all hardware, peripherals, software, and all software licenses.
• Assist with training and onboarding new users as necessary in New Hire events or as 1:1 support for end users.
• Support end-user Local Area Networks (LAN), Wide Area Networks (WAN), VPN connectivity, printing, and peripheral devices.
• Ensure each workstation has a docking station, monitor, keyboard, mouse, and any additional specialized equipment needed for company employees as per Management’s direction.
• Install, test and configure new workstations, peripheral equipment and software.
• Create…