Helpdesk Support

Description

The IT Helpdesk I role provides essential technical support to end users, ensuring the smooth operation of computer systems, software, and network infrastructure. This entry‑level position is responsible for troubleshooting hardware and software issues, assisting with account management, and supporting technology initiatives. In addition, the role incorporates foundational cyber security responsibilities to protect organizational assets and maintain compliance with company policies.

• Respond promptly to user inquiries via phone, email, or ticketing systems, providing first-level technical support.
• Troubleshoot and resolve issues related to desktops, AIO’s, laptops, printers, mobile devices, and software applications.
• Assist in setting up new user accounts, password resets, and access permissions according to security protocols.
• Document support requests, solutions, and follow‑up actions in the helpdesk management system.
• Educate users on IT best practices, including safe password creation, MFA, Passkeys and recognizing phishing attempts.
• Monitor and report suspicious activities or security incidents to the IT security team.
• Support the implementation of security patches, antivirus updates, and software upgrades.
• Maintain confidentiality of sensitive information and adhere to company cyber security policies.
• Participate in ongoing cyber security training and awareness programs and promote a culture of cyber safety.
• Collaborate with higher-level IT staff to elevate unresolved issues and participate in ongoing improvement initiatives.
• Provide guidance and training to end-users on best practices for using technology resources securely and efficiently.
• Set up and configure hardware as part of the onboarding processes for new hires.
• Maintain and update IT asset inventory, ensuring accurate records of hardware and software deployments.
• Follow established IT processes, policies, and security protocols to protect organizational data and systems.

• Possess good interpersonal, written, oral, and communication abilities and effective time management/organizational skills.
• Able to work scheduled hours that may include overtime, weekend and/or holiday time frames and maintain an acceptable work attendance as defined in the employee personnel policy manual and handbook.
• Be computer literate with knowledge of agency operating systems and applicable software required for all department needs.
• Demonstrate sound judgment in normal work and emergency situations.
• Must be able to multitask.
• Must physically be able to perform tasks required certifications and lift fifty (50) pounds.
• Work from varying heights.
• Possess a valid driver’s license record that meets the agency’s insurance carrier guidelines.

• Associate’s degree in computer science or information systems
• -Or-
• CompTIA A+, CompTIA Security+, Microsoft Certified Professional (MCP), or similar IT certifications and 1-3 years related experience.
• -Or-
• Experience that in the opinion of the reviewing agency, meets the above standards of the position.