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Job Description
We are seeking a Helpdesk Engineer to provide remote support for our IT operations.
This role is designed for individuals passionate about IT support and customer service, offering a unique opportunity to contribute to the company's success through efficient handling of helpdesk tickets.
The Helpdesk Engineer will be responsible for a wide range of tasks, including:
- Onboarding and offboarding of contingent workers
- Break/Fix activities: troubleshooting and resolving hardware and software issues on company endpoints to minimize downtime
- Software License Management: managing the addition and removal of software licenses, ensuring compliance and optimal resource allocation
- Account Management: creating email accounts and managing changes, including security, distribution, and role-based group memberships
- Access Control: administering access to Single Sign-On (SSO) and Multi-Factor Authentication (MFA) systems, ensuring secure and efficient user access
- Maintenance and Patching: performing endpoint patching and maintenance tasks to ensure the security and efficiency of IT systems
- Security and Compliance: participating in security audits, managing domain permissions (both on-premises and cloud), and generating security reports
- Reporting and Documentation: handling helpdesk reporting, documenting IT processes, and creating and maintaining knowledge base articles for internal use
- Asset Management: overseeing endpoint provisioning and decommissioning, tracking and managing IT assets
The ideal candidate will possess:
- Basic understanding of computer hardware and software systems, familiarity with operating systems (Windows, mac OS), and experience with software installation and troubleshooting
- Strong customer service orientation with excellent communication skills to assist non-technical users
- Ability to diagnose and resolve basic technical issues efficiently
- Organization and multitasking skills, capable of managing multiple tasks simultaneously while maintaining attention to detail
- Ability to work effectively within a team and contribute to a collaborative environment
- Adaptability, comfortable working in a fast-paced and dynamic remote work environment
- Physical Requirements: ability to lift up to 50lbs to support equipment logistics and setup
- Ability to travel up to 25% to support remote users or participate in off-site projects
Preferred qualifications include:
- An Associate's degree in Information Technology, Computer Science, or related field
- Professional certificates in the field of Information Technology or Computer Science
- Documentation Skills: proficiency in documenting procedures, creating reports, and maintaining knowledge base articles
- Security Awareness: basic knowledge of cybersecurity principles and practices, including SSO, MFA, and endpoint security
- Experience: prior experience in a helpdesk or technical support role, especially within a remote work environment
We welcome and encourage diversity in the workplace. Velocity EHS is an Equal Opportunity and Affirmative Action Employer.