IT Helpdesk Support Assistant

Job description

IT Helpdesk Support Assistant
Independence, OH
$25/HR
Hybrid

The role of the IT Helpdesk Support Assistant is vital within the Company’s global IT division. This position emphasizes delivering everyday helpdesk support and superior customer service for company-endorsed computer applications, systems, and platforms. Key responsibilities encompass assisting with the resolution of user issues, executing fundamental diagnostics, and referring more intricate problems to the appropriate personnel as necessary. The position also involves supporting regular IT functions including system updates, equipment installations, and documentation tasks. This is a fantastic opportunity for an enthusiastic, organized, and service-focused individual eager to enhance their skills and participate in a dynamic, team-oriented IT setting.

IT Helpdesk Support Assistant Responsibilities:

• Assist with routine activities that uphold the stability and security of computer systems and network resources.
• Deliver initial support for personal computers, printers, and other IT hardware and software while escalating advanced issues to relevant team members.
• Provide support for Microsoft Teams, phone systems, and voicemail, including basic troubleshooting and assistance.
• Aid in managing Office 365 user-related tasks such as account creation, password resets, and permission adjustments with oversight.
• Document and track SAP ERP incidents and service requests, collaborating with third-party support for resolution.
• Respond to helpdesk requests and furnish technical support regarding computers, printers, network connectivity, and software applications.
• Coordinate with third-party vendors to report and follow up on technical concerns as necessary.
• Stay informed on relevant technologies and assist with updates and system modifications.
• Help maintain and refresh IT support documentation, including user manuals and internal processes.
• Support the inventory management and tracking of hardware and software assets.
• Assist in providing basic training or onboarding support for users regarding company systems and tools.
• Image and set up desktops and laptops utilizing standard company procedures and tools.
• Help respond to fundamental security incidents and carry out remediation steps with guidance (e.g., addressing known vulnerabilities).
• Support IT project activities, including setup, testing, and documentation.
• Work collaboratively with IT team members to address system tasks or user requirements as needed.

IT Helpdesk Support Assistant Qualifications:

• Preferred: Associate degree in IT or related discipline.
• Preferred: CompTIA A+ certification and Microsoft experience.
• A minimum of 1–2 years of experience in an IT helpdesk or technical support role; experience in a customer-facing IT position is a plus.
• Basic to intermediate proficiency in Microsoft Office 365, including Outlook, Teams, OneDrive, and fundamental security settings.
• Familiarity with Windows 10/11 operating systems and common troubleshooting methodologies.
• Basic understanding of networking concepts, including TCP/IP, Wi-Fi connectivity, and setting up printers and network devices.
• Experience in device setup and imaging, including user configuration and software installation.
• Ability to troubleshoot hardware issues, particularly with laptops and desktops (experience with Dell Latitude and OptiPlex is advantageous).
• Understanding of remote work setups, covering VPN access, home Wi-Fi, and connecting peripherals like home printers.
• Exposure to or basic knowledge of SharePoint, Power Automate, and Power Apps is beneficial.
• Proven capability to quickly and accurately diagnose and resolve common IT issues.
• Excellent organizational and communication abilities—both verbal and written.
• Capacity to operate independently or collaboratively within a team with minimal supervision.
• A willingness to learn and embrace new challenges in a dynamic IT environment.