IT Helpdesk Support, Halo Agencies

• The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service
• Associate's degree in IT, Computer Science, or related field
• 2+ years of experience in IT or a related field
• Proficiency with Windows and macOS operating systems, Google G-Suite, Microsoft Office Suite, and common software applications
• Experience troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP)
• We are committed to creating an inclusive workplace where all team members feel valued and supported. We welcome applicants from diverse backgrounds, including those from underrepresented communities in STEM. If you meet most of the qualifications and are excited about this opportunity, we encourage you to apply

Desirable

• We are seeking a motivated and detail-oriented IT Helpdesk Support (Level 1) to join our dynamic IT team
• This role is responsible for providing first-line technical support to our users, resolving IT issues, onboarding-offboarding and escalating complex problems to specialist teams in various IT disciplines
• This role is going to be onsite and is able to support on-call after hours
• The role is highly cross-functional, requiring you to spend time both at a desk and on the factory floor
• Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues
• Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions
• Assist users with software installations, account setups, and password resets
• Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation
• Escalate unresolved issues to Level 2 (Hybridge) or specialized teams with detailed documentation
• Maintain and update IT knowledge base articles and self-service wikis for common issues
• Perform routine maintenance tasks, such as software updates and system backups, as directed
• Assist with onboarding new employees, including setting up workstations and accounts
• Adhere to company IT policies, procedures, and security protocols
• Provide new hire onboarding and off-boarding service support
• Ability to work after hours, if needed