IT Helpdesk Technician

• We’re looking for a Helpdesk Technician (Tier 1 & Tier 2) to provide exceptional technical support across our growing organization
• You’ll be the first point of contact for employees seeking IT assistance, supporting a hybrid Windows, Linux, and cloud-based environment while helping ensure a seamless technology experience for the entire company
• Working closely with our System Administrator, Network Engineer, and broader IT team, you’ll troubleshoot hardware, software, networking, and identity-related issues, escalate complex problems when appropriate, and help improve internal IT operations as we continue to scale
• Serve as the primary point of contact for employee IT support requests, delivering timely Tier 1 and Tier 2 technical assistance
• Provide exceptional customer service by delivering friendly, responsive, and professional technical support to employees across the organization
• Troubleshoot and resolve hardware, software, operating system, networking, and account-related issues across Windows, Linux, and cloud environments
• Clearly communicate technical concepts to non-technical users, setting expectations and providing updates throughout the support process
• Manage employee onboarding and offboarding, including laptop provisioning, account creation, permissions, software deployment, and documentation
• Deploy, configure, maintain, and troubleshoot company laptops, desktops, peripherals, and mobile devices
• Own IT asset inventory, lifecycle management, and equipment tracking to ensure accurate records and compliance
• Manage and prioritize the IT ticket queue based on business impact, urgency, and service-level expectations
• Create and maintain internal documentation, troubleshooting guides, and knowledge base articles to improve support efficiency
• Assist with endpoint management, software deployments, system updates, and basic automation using PowerShell and Bash
• Partner with the broader IT team on infrastructure improvements, security initiatives, and ongoing technology projects
• Continuously identify opportunities to improve the employee IT experience, streamline support processes, and enhance overall IT service delivery

Preferred experience

• This role is ideal for someone who enjoys solving technical challenges, providing outstanding customer service, and creating a positive support experience for employees in a fast-paced startup environment
• Experience supporting Microsoft Windows environments, including Microsoft Entra ID (Azure AD) and/or Active Directory
• Strong organizational and time management skills, with the ability to prioritize multiple requests in a fast-paced environment
• A collaborative, customer-first mindset with a passion for helping others succeed
• 2+ years of experience in IT Helpdesk, Desktop Support, or Technical Support within a small to mid-sized organization
• Basic scripting experience with PowerShell and Bash for troubleshooting and automation
• Excellent interpersonal and communication skills, with the ability to support both technical and non-technical employees
• Working knowledge of Linux operating systems and basic Linux administration
• Strong troubleshooting and diagnostic skills across hardware, operating systems, software, and user account management
• Industry certifications such as CompTIA A+, Network+, Cisco CCNA, or similar
• Experience supporting macOS environments
• Familiarity with identity and access management, endpoint security, and device compliance
• Experience with Microsoft Intune or other Mobile Device Management (MDM) solutions
• Experience working in a high-growth startup or rapidly scaling technology company
• Experience with IT ticketing systems, knowledge base platforms, and IT asset management tools