Helpdesk Agent

We are seeking a reliable and customer-focused Helpdesk Agent to join our IT support team. The ideal candidate will provide first-line technical support, troubleshoot hardware and software issues, and deliver clear, empathetic communication to end users. This role requires strong problem-solving skills, familiarity with common desktop and mobile platforms, experience with ticketing systems, and the ability to escalate complex issues to appropriate engineering teams while maintaining excellent service standards.

• Serve as the primary point of contact for technical support requests via phone, email, chat, and ticketing system; log, triage, and track incidents to resolution in accordance with SLAs.
• Troubleshoot and resolve common desktop, laptop, peripheral, mobile device, and operating system issues for Windows, macOS, iOS, and Android environments.
• Support common business applications (e.g., Microsoft 365, Google Workspace, collaboration tools) and assist with software installation, configuration, and updates.
• Perform user account administration tasks including password resets, access provisioning, group membership management, and basic Active Directory or identity provider support.
• Diagnose connectivity and network-related issues at a basic level (Wi‑Fi, VPN, wired connections) and coordinate with network teams for escalations when needed.
• Follow documented procedures and runbooks to resolve issues; escalate complex or security-sensitive incidents to senior IT staff with clear documentation of troubleshooting steps.
• Provide timely, friendly, and professional communication to users; set expectations, follow up on open tickets, and ensure customer satisfaction through closure.
• Maintain and update knowledge base articles, how-to guides, and internal documentation to improve first-contact resolution rates and support onboarding of new team members.
• Participate in on-call rotations, shift coverage, and occasional after-hours support as required by business needs.
• Identify recurring issues and collaborate with IT and engineering teams to drive root-cause analysis and longer-term remediation or automation.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 1+ years of experience in a helpdesk, desktop support, or customer-facing technical support role.
• Working knowledge of Windows and macOS client systems, mobile device management concepts, and common business applications such as Microsoft 365 or Google Workspace.
• Familiarity with ticketing systems (e.g., Jira Service Management, Service Now, Zendesk) and basic ITSM practices, including incident prioritization and escalation.
• Strong communication skills—both written and verbal—with the ability to explain technical concepts to non-technical users in a clear, patient, and respectful manner.
• Good problem-solving aptitude, attention to detail, and the ability to follow procedures while exercising sound judgment in escalations.
• Ability to work independently and collaboratively in a fast-paced environment, manage multiple priorities, and meet SLA targets.

• Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent customer support certifications are a plus.
• Experience with MDM platforms (e.g., Intune, Jamf), remote support tools, and basic scripting for repetitive tasks (Power Shell, Bash) is beneficial.
• Prior experience in a SaaS or fast-growing technology company, or exposure to security best practices and access controls, is advantageous.
• Comfort contributing to knowledge bases, training materials, and end-user education initiatives to reduce repetitive incidents.

• Full-time position with an onsite model.
• Competitive salary commensurate with experience and a comprehensive benefits package, including health insurance, retirement plan options, and paid time off.
• Opportunities for professional development, training, and certification support; clear paths for career growth within IT and cross-functional teams.
• Inclusive culture that values diversity, equity, work-life balance, and employee well-being.