IT Helpdesk Agent

IT Helpdesk Agent

Company:
Truly Free Home

Department:
Information Technology

Reports To:

Director of Information Technology

Location:

Onsite (HQ1)

Employment Type:

Full-Time

Classification:
Non-Exempt

Compensation: $22–$28 per hour

The IT Helpdesk Agent provides first-line technical support to employees across Truly Free Home. This role is responsible for troubleshooting hardware, software, network, account access, and general technology issues; onboarding new employees with the tools and systems they need; and maintaining a responsive, service-oriented internal IT experience.

The ideal candidate is patient, resourceful, organized, and able to explain technical issues clearly to non-technical employees. This role requires strong follow‑through, accurate documentation, and a commitment to providing excellent internal customer service.

• Serve as the first point of contact for employees experiencing technology issues.
• Troubleshoot computer, laptop, monitor, printer, peripheral, software, and connectivity problems.
• Diagnose and resolve internet, Wi‑Fi, VPN, and network access issues.
• Assist employees with password resets, account access, and login issues.
• Provide support for Microsoft 365 and other company software and applications.
• Escalate complex technical issues to the appropriate IT resource or vendor.
• Track support requests and ensure issues are followed through to resolution.
• Maintain clear and accurate documentation of support activities and recurring issues.

• Prepare computers and technology equipment for new employees.
• Set up employee accounts, email, software, and system access.
• Install and configure required applications and security tools.
• Coordinate equipment delivery and setup for remote employees.
• Ensure new employees have the technology and access necessary to be productive on their first day.
• Assist with technology setup during employee transfers, promotions, and role changes.

• Help employees understand and effectively use company technology.
• Provide basic training and guidance on software, systems, and equipment.
• Assist employees with technology-related questions and day-to-day technical needs.
• Communicate technical information in a clear, patient, and non-technical manner.
• Maintain a high level of responsiveness and professionalism when supporting employees.

• Help maintain records of company computers, equipment, and other technology assets.
• Assist with the deployment, replacement, recovery, and retirement of IT equipment.
• Troubleshoot hardware issues and coordinate repairs or replacements when needed.
• Maintain organized records of assigned equipment and employee technology.

• Follow company IT security policies and procedures.
• Assist with user access and permissions in accordance with established procedures.
• Help identify and hold potential security concerns, suspicious activity, or compromised accounts.
• Support password and account security practices.
• Maintain confidentiality of company and employee information.

• Document common technical issues and solutions.
• Help create and maintain internal IT support guides and knowledge‑base materials.
• Identify recurring problems and recommend solutions to reduce future support requests.
• Assist with improving IT onboarding and helpdesk processes.
• Maintain accurate records of IT support activities.

• 1–3 years of experience in an IT helpdesk, desktop support, technical support, or similar role preferred.
• Strong troubleshooting and problem‑solving skills.
• Comfortable supporting Windows computers and common business software.
• Familiarity with Microsoft 365, email, user…