Independence, Ohio, 44131
Job description
IT Helpdesk Support Assistant
Independence, OH
$25/HR
Hybrid
The **IT Helpdesk Support Assistant** serves a vital role in the Company’s international IT department. This position is dedicated to delivering daily helpdesk assistance and exceptional customer service regarding company-supported software, systems, and applications. Key duties encompass aiding in user issue resolution, conducting basic diagnostics, and routing more intricate problems to the appropriate personnel as necessary. Additionally, this role involves supporting regular IT functions such as system updates, equipment configuration, and maintaining documentation. This is a fantastic opportunity for an enthusiastic, organized, and client-focused individual eager to enhance their skills and contribute to a dynamic, collaborative IT setting.
Responsibilities of the IT Helpdesk Support Assistant:
- Assist with standard procedures to ensure the reliability and security of computing systems and network resources.
- Provide first-line support for desktops, printers, and various IT hardware and software; escalate advanced issues to the relevant teams.
- Assist users with Microsoft Teams, telecommunications systems, and voicemail, offering basic troubleshooting and support.
- Help manage Office 365 tasks such as user account setup, password resets, and permissions with guidance.
- Document and manage SAP ERP incidents and service requests, liaising with external support for solutions.
- Address helpdesk inquiries and deliver technical support related to computers, printers, network access, and software tools.
- Support coordination with third-party vendors to report and follow up on technical problems as needed.
- Stay updated with relevant technologies and assist with system updates and minor modifications.
- Contribute to maintaining and refreshing IT support documentation, including user manuals and internal protocols.
- Assist in the tracking and management of hardware and software inventories.
- Help provide basic training or onboarding assistance to users on company systems and tools.
- Utilize standard tools and practices to image and set up desktops and laptops.
- Participate in addressing basic security incidents, following remediation guidelines under supervision (e.g., patching vulnerabilities).
- Provide support for IT projects, including setup, testing, and documentation of processes.
- Collaborate with IT team members to fulfill system tasks or user requests as needed.
Qualifications for the IT Helpdesk Support Assistant:
- Preferred: Associate degree in IT or a related discipline;
- Preferred: CompTIA A+ certification and experience with Microsoft products;
- Minimum of 1–2 years in an IT helpdesk or technical support role, preferably in a customer-facing environment;
- Basic to intermediate proficiency with Microsoft Office 365, specifically Outlook, Teams, OneDrive, and security configurations;
- Familiar with Windows 10/11 operating systems, including common troubleshooting methods;
- A basic understanding of networking principles (e.g., TCP/IP, Wi-Fi, printer and network device configuration);
- Experience with device setup and imaging, including user configuration and software installations;
- Capable of hardware troubleshooting, especially on laptops and desktops (experience with Dell Latitude and OptiPlex is a plus);
- Understanding of remote work setups, including VPN access, home Wi-Fi, and peripheral connectivity such as home printers;
- Basic exposure to or familiarity with SharePoint, Power Automate, and Power Apps is advantageous;
- Proven ability to quickly troubleshoot and resolve common IT challenges accurately;
- Possess strong organizational and effective communication skills—both verbal and written;
- Able to work independently or collaboratively with minimal supervision;
- Eager to learn and embrace new challenges within a dynamic IT landscape.
