IT Helpdesk Support Assistant

The IT Helpdesk Support Assistant plays an important supporting role within the Company’s global IT organization. This position focuses on providing day-to-day helpdesk support and customer service for company-supported computer applications, systems, and platforms. Responsibilities include assisting with troubleshooting user issues, performing basic diagnostics, and escalating more complex problems as needed. The role also supports routine IT tasks such as system updates, equipment setup, and documentation. This is an excellent opportunity for a motivated, organized, and service-oriented individual looking to grow their skills and contribute to a collaborative, fast-paced IT environment.

IT Helpdesk Support Assistant Responsibilities:

• Assist with routine tasks to support the stability and security of computer systems and network resources.
• Provide first-level support for personal computers, printers, and other IT hardware and software; escalate complex issues to appropriate team members.
• Support the use of Microsoft Teams, phone systems, and voicemail, including basic troubleshooting and user assistance.
• Provide assistance in managing Office 365 user-related tasks such as account setup, password resets, and permissions with supervision.
• Log and track SAP ERP incidents and service requests, coordinating with third-party support for resolution.
• Respond to helpdesk tickets and provide technical assistance related to computers, printers, network access, and software applications.
• Assist in coordinating with third-party vendors to report and follow up on technical issues as needed.
• Keep up to date with relevant technologies and assist with updates and basic system changes.
• Help maintain and update IT support documentation, including guides for users and internal procedures.
• Support the inventory and tracking of hardware and software assets.
• Assist in delivering basic training or onboarding support to users on company systems and tools.
• Image and configure desktops and laptops using standard company tools and practices.
• Assist in responding to basic security incidents and follow remediation steps under supervision (e.g., patching known vulnerabilities).
• Provide general support for IT projects, including setup, testing, and documentation.
• Collaborate with IT team members to assist with system tasks or user needs as required.

IT Helpdesk Support Assistant:

• Associate degree in IT or a related field preferred;
• CompTIA A+, Microsoft experience preferred
• 1–2 years of minimum experience in IT helpdesk or technical support role; prior experience working in a customer-facing IT environment preferred.
• Basic to intermediate knowledge of Microsoft Office 365, including Outlook, Teams, OneDrive, and basic security settings.
• Familiarity with Windows 10/11 operating systems, including common troubleshooting techniques.
• Basic understanding of networking concepts (e.g., TCP/IP, Wi-Fi connectivity, and printer/network device setup).
• Experience with device setup and imaging, including user configuration and software installation.
• Competence in hardware troubleshooting, especially with laptops and desktops (Dell Latitude and OptiPlex experience a plus).
• Understanding of remote work setups, including VPN access, home Wi-Fi, and connecting peripherals like home printers.
• Exposure to or basic familiarity with SharePoint, Power Automate, and Power Apps is a plus.
• Demonstrated ability to troubleshoot and resolve common IT issues quickly and accurately.
• Strong organizational and communication skills—both verbal and written.
• Ability to work independently or as part of a team with minimal supervision.
• Eagerness to learn and take on new challenges in a dynamic IT environment.