Job Description

Job Description

Overview

The IT Helpdesk Specialist provides frontline technical support to employees and plays a critical role in maintaining smooth IT operations. This role manages user onboarding/offboarding, resolves application and access issues, follows IT procedures and runbooks, and ensures issues are properly triaged, documented, and resolved to user satisfaction.

Key Responsibilities

• IT Helpdesk Support, Triage & Issue Resolution
• Act as the first point of contact for employee IT issues via ticketing system, email, chat, or walk-ups.
• Diagnose and resolve hardware, software, network, and peripheral issues.
• Use the ticketing system to accurately record, categorize, and track all support requests and resolutions.
• Triage and prioritize incoming issues based on severity and impact, escalating to appropriate teams when necessary.
• Ensure timely follow-through on all open tickets and confirm user satisfaction before closure.

• IT Procedures, Runbooks & Documentation
• Follow established IT procedures, runbooks, and playbooks to troubleshoot and resolve issues consistently and efficiently.
• Contribute to improving IT processes by writing or updating procedural documentation, knowledge base articles, and troubleshooting guides.
• Identify recurring issues and recommend enhancements to runbooks or system configurations.

• User Onboarding & Offboarding
• Create, configure, and manage employee accounts across all required systems and applications.
• Provision, prepare, and deploy laptops and IT equipment for new hires.
• Ensure timely and secure deactivation of accounts and retrieval/processing of hardware during offboarding.
• Maintain and update onboarding/offboarding documentation to ensure process accuracy and compliance.

• Application & Access Support
• Troubleshoot and resolve issues related to application access, authentication, and permissions.
• Coordinate with system administrators or engineering teams for escalations related to system or application issues.
• Process and fulfill access requests in accordance with internal security and compliance policies.
• Document common issues and collaborate to improve application support workflows.

Qualifications

• 2–5 years of experience in an IT helpdesk or technical support role (or equivalent).
• Strong understanding of macOS, Windows and/or Linux environments.
• Familiarity with identity and access management tools (e.g., Okta, Google Workspace).
• Experience with laptop imaging, provisioning, and hardware troubleshooting.
• Excellent communication, interpersonal, and customer service skills.
• Ability to multitask, prioritize, and work independently to "get the job done".

Preferred Skills

• Experience with IT ticketing platforms (e.g., Jira, Zendesk, Freshdesk).
• Basic networking knowledge (DNS, Wi-Fi troubleshooting).
• Scripting or automation experience (PowerShell, Bash, Python).
• Exposure to IT security best practices and compliance frameworks.

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