Helpdesk Tech

The Helpdesk Technician I serves as the first point of contact for employees experiencing technical issues. This role provides technical support for hardware, software, operating systems, mobile devices, network connectivity, and enterprise applications across Windows and macOS environments. The Helpdesk Technician I is responsible for resolving common technical issues, documenting incidents, escalating complex problems when necessary, and delivering excellent customer service to ensure a positive support experience.  Essential Duties and Responsibilities - Respond to incoming service requests via phone, email, chat, and ticketing systems. - Diagnose and resolve hardware, software, printer, mobile device, and network connectivity issues. - Provide support and troubleshooting for Windows and macOS devices, including software installation, configuration, and user assistance. - Create, update, and manage support tickets while maintaining accurate documentation. - Install, configure, and support desktop and laptop computers, peripherals, and approved software applications. - Assist users with password resets, account management, access requests, and multi-factor authentication (MFA) support. - Support Microsoft 365 applications and other business-critical software platforms. - Assist with device enrollment, provisioning, deployment, and lifecycle management using endpoint management platforms. - Perform workstation setup, replacement, and deployment activities for new and existing employees. - Follow established troubleshooting procedures and knowledge base articles. - Escalate unresolved or complex issues to higher-level support teams as appropriate. - Maintain inventory records of IT assets and equipment. - Ensure compliance with company security policies, standards, and procedures. - Participate in on-call or after-hours support as required. - Contribute to knowledge base documentation and process improvement initiatives.