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About the Role
The IT Helpdesk Technician will serve as the primary contact for IT issues, offering prompt and effective technical support to internal users. This role is crucial for maintaining user productivity and ensuring IT services align with operational needs and global IT standards.
Responsibilities
- Provide timely and effective first-line technical support to end-users via phone, email, and in-person for hardware, software, and network issues.
- Diagnose and resolve common IT problems, including desktop/laptop issues, printer malfunctions, software application errors, and basic network connectivity problems.
- Assist users with common operating system issues (Windows, macOS), Microsoft Office Suite, and other business-critical applications.
- Create, modify, and troubleshoot user accounts and permissions within Active Directory and other relevant systems.
- Assist with the setup, configuration, and deployment of new computers, peripherals, and software.
- Accurately log all support requests, actions taken, and resolutions in the ticketing system.
- Contribute to and maintain IT knowledge base articles and troubleshooting guides.
- Identify and escalate complex or critical issues to senior IT staff or specialized teams.
- Ensure all support activities and solutions comply with established global IT policies, procedures, and security best practices.
- Provide consistent and excellent customer service, maintaining a positive and helpful attitude.
- Provide white-glove IT support for VIP executives and in-office leadership.
- Perform additional responsibilities as needed to support business objectives.
Requirements
- 3+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably within manufacturing, industrial, or a high-tech sector.
- Strong troubleshooting skills for common hardware (laptops, desktops, printers, mobile devices) and software issues.
- Familiarity with Active Directory for user and computer management, including password resets and group policy basics.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and patiently to non-technical users.
- Strong interpersonal skills and a highly customer-service-oriented approach.
- Ability to prioritize tasks, manage multiple requests efficiently, and work effectively under pressure.
- Self-motivated with a strong desire to learn and adapt to new technologies and processes.
Skills
- Hardware troubleshooting
- Software troubleshooting
- Network troubleshooting
- Active Directory
- Microsoft Office Suite
- Windows
- macOS
- TCP/IP
- DNS
- DHCP
- Wi-Fi connectivity
- VPN
Location
- Ingrasys
Work Type
- Full-time
Experience Level
- 3+ years
Education Level
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience and certifications (e.g., CompTIA A+, Network+).
About the Company
- Ingrasys