Main Job Responsibilities
Incident Support: Diagnose and resolve daily hardware, software, network, and peripheral issues for local and remote employees.- Identity & Access Management: Execute user onboarding and offboarding workflows, including account provisioning, group policy/role assignment, and credential management (e.g., Active Directory / Entra ID, Microsoft 365).
- Endpoint Management: Deploy, configure, and maintain employee workstations (Windows), mobile devices, and software using endpoint management tools (Intune/MDM).
- Hardware Lifecycle: Assist with device imaging, inventory tracking, hardware upgrades, and secure equipment disposal.
- New Hire Orientation: Lead weekly/bi-weekly IT orientation sessions for new employees, guiding them through hardware setup, account access, productivity tools, and communication channels.
- Cybersecurity Education: Facilitate interactive cybersecurity awareness training (covering phishing identification, password hygiene, safe remote work habits, and social engineering risks).
- Documentation & Knowledge Base: Create clear, engaging documentation, quick-reference guides, and short video tutorials for end-user self-service.
- Continuous Improvement: Assess user friction points and tech-related support trends to develop proactive training materials that reduce ticket volume.
Education and Experience
- 1-3 years of experience in an IT help desk, desktop support, or technical support role.
- Solid experience supporting Windows OS environments in a corporate setting.
Hands-on familiarity with cloud productivity suites (Microsoft 365).
- Understanding of core identity and networking concepts (Active Directory/Entra ID, DNS, DHCP, VPNs, MFA, SSO).
Skills and Personal Characteristics
- Exceptional Communication: Clear, warm, and articulate verbal and written communication skills across all levels of the organization.
- Empathy & Patience: A service-first mindset that views user mistakes or tech struggles as learning opportunities rather than frustrations.
- Adaptability & Creativity: The ability to make security and technology concepts engaging, memorable, and interactive.
- Problem-Solving & Resourcefulness: Curiosity to troubleshoot unfamiliar issues paired with sound analytical thinking.
Physical Requirements
- Ability to routinely lift computer equipment up to 50 pounds
- Ability to assist in lifting or maneuvering computer equipment weighing 51-100 lbs. on occasion
