IT Helpdesk Technician

The IT Helpdesk Technician serves as a key point of contact for technical support assisting end-users with hardware software and network-related issues to ensure minimal disruption to business addition to managing service requests and troubleshooting system problems this role provides cross-functional support to various departments to ensure daily operational success.

• Provide Tier 1 and Tier 2 technical support via phone email ticketing system and in person.
• Troubleshoot and resolve issues related to desktops laptops mobile devices printers and peripherals.
• Support enterprise and administrative office applications including ERP PLM CAD document management and business productivity tools.
• Provide technical and operational support to various departments (e.g. HR Finance Operations Engineering) to ensure efficient system usage and workflows.
• Manage user accounts permissions and access controls in Active Directory and related systems.
• Install configure and maintain Windows and macOS systems and approved software platforms.
• Assist with onboarding and offboarding processes including equipment setup and user provisioning.
• Maintain and update IT documentation knowledge base articles and asset inventories.
• Ensure compliance with cybersecurity and regulatory standards (e.g. NIST CMMC ITAR as applicable).
• Assist with system upgrades patch management and hardware deployments.
• Provide training and guidance to end-users on systems applications and best practices.
• Collaborate with cross-functional teams to support operational and technical needs.
• Perform administrative and coordination tasks including documentation reporting data entry and internal process support.
• Support continuous improvement of business processes and workflows through effective use of technology.
• Coordinate with vendors for issue resolution procurement and service requests.
• Monitor system performance and escalate complex issues to senior IT staff or vendors as needed.
• Actively supports crossdepartment needs

• Bachelors degree in computer science Information Technology Software Engineering or a related field (or equivalent experience).
• 35 years of experience in helpdesk system support preferably in a manufacturing environment.
• Proven experience in technical support or desktop support roles with a strong understanding of computer management and troubleshooting.