Information Technology Help Desk Support

The IT Support Helpdesk serves as a primary point of contact for employee technology support and is responsible for day-to-day support of Omni Agent Solutions' end-user computing environment. This position provides technical assistance for our employees with hardware, software, systems access, network connectivity, and enterprise applications while ensuring a positive user experience across the organization.The successful candidate will support desktop and mobile technologies, manage IT assets, facilitate onboarding and offboarding activities, troubleshoot corporate onsite infrastructure issues, and assist with maintaining security and compliance standards. This role requires a customer-focused professional who can work independently while also collaborating with IT leadership and team members in a fast-paced environment.Essential Duties and ResponsibilitiesEnd User SupportProvide first and second-level technical support to employees through phone, email, ticketing systems, remote support tools, and in-person interactions.Diagnose and resolve hardware, software, operating system, network connectivity, and application-related issues.Support Windows, macOS, Android, and iOS devices within a mixed-device environment.Assist users with Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, Visio, Project, and SharePoint.Escalate complex technical issues as appropriate while maintaining ownership and communication with end users.Desktop AdministrationPerform workstation deployments, moves, adds, changes, and upgrades.Install, configure, and maintain desktop and laptop hardware.Perform operating system installations, reimaging, software deployments, and system updates.Configure printers, scanners, monitors, docking stations, and peripheral devices.Support conference room technology, audio/video equipment, and collaboration tools. Identity and Access ManagementCreate, modify, disable, and support user accounts across enterprise systems.Manage permissions, security groups, and access requests utilizing Active Directory, Microsoft Entra ID (Azure AD), Okta, or similar identity management platforms.Support secure onboarding and offboarding processes, ensuring appropriate provisioning and deprovisioning of systems access.Mobile Device ManagementAdminister and support mobile device management platforms including Microsoft Intune, or similar technologies.Configure and troubleshoot mobile devices and enforce security policies across managed endpoints.Support device enrollment, application deployment, and policy management.Asset Lifecycle ManagementMaintain accurate inventory records for all company-issued hardware and software assets.Coordinate procurement, receiving, deployment, relocation, replacement, and retirement of IT equipment.Ensure asset tracking records remain current and compliant with organizational standards.Infrastructure & Network SupportAssist with maintaining endpoint connectivity and network access.Troubleshoot issues involving: TCP/IPDNSDHCPo VPNo Wireless networkingo Network printing Provide basic support for local area network infrastructure and connectivity issues.Assist senior IT staff with infrastructure maintenance and operational projects.Security & ComplianceSupport organizational cybersecurity initiatives and IT security standards.Assist with the implementation and enforcement of: Multi-Factor Authentication (MFA)Encryption technologiesEndpoint security controlso Access management procedureso Device compliance standards Support antivirus and endpoint protection software deployment and maintenance.Follow documented IT policies, procedures, and governance requirements.Documentation & Service ManagementDocument, track, update, and resolve incidents and service requests within the IT ticketing system.Maintain accurate technical documentation and reporting, standard operating procedures, and knowledge base articles.Contribute to continuous improvement initiatives designed to enhance service quality and operational efficiency.Required Qualifications3+ years of experience in IT Support, Desktop Support, Service Desk, or Help Desk environments.Experience supporting enterprise users in a Microsoft-based environment.Strong knowledge of: Windows 11 EnterpriseMicrosoft 365 applications and servicesComputer hardware troubleshootingo Desktop operating systemso Mobile device platforms Experience with Microsoft Active Directory, Microsoft Entra ID, or comparable directory services.Experience managing user accounts, permissions, and security groups.Understanding of endpoint security tools, antivirus solutions, and device management technologies.Familiarity with ticketing, incident management, and asset management systems.Excellent verbal and written communication skills.Strong customer service orientation with a user-first mindset.Ability to prioritize work effectively in a fast-paced environment.Demonstrated problem-solving and troubleshooting skills.Ability to work independently while maintaining collaboration with cross-functional teams.Must be able to speak, read, and write English fluently.Must be able to lift, carry, and move IT equipment weighing up to 50 pounds.Work EnvironmentProfessional office environment with both onsite and remote technology support responsibilities.Fast-paced operational environment supporting multiple business units and locations.Moderate noise levels typical of a corporate workplace.Regular use of computer systems, mobile devices, and related technology equipment.Occasional movement and setup of computer hardware and peripherals.