Job Description
Helpdesk Engineer role at VelocityEHS requires providing remote support for seamless IT operations, handling a wide range of tasks, and collaborating with a dynamic team.
The Helpdesk Engineer will be responsible for onboarding and offboarding contingent workers, troubleshooting hardware and software issues, managing software licenses, and maintaining security protocols. This role requires excellent problem-solving skills, attention to detail, and the ability to work in a fast-paced environment. A focus on communication, quality, and teamwork are core aspects of this position, and success is measured on the employee's ability to integrate tasks into their day-to-day work.
Key responsibilities include:
- Onboarding and offboarding of contingent workers: Assist in the setup and termination of IT access and resources.
- Break/Fix Activities: Troubleshoot and resolve hardware and software issues on company endpoints.
- Software License Management: Manage the addition and removal of software licenses, ensuring compliance and optimal resource allocation.
- Account Management: Create email accounts and manage changes, including security, distribution, and role-based group memberships.
- Access Control: Administer access to Single Sign-On (SSO) and Multi-Factor Authentication (MFA) systems.
- Maintenance and Patching: Perform endpoint patching and maintenance tasks to ensure the security and efficiency of IT systems.
- Security and Compliance: Participate in security audits, manage domain permissions, and generate security reports.
- Reporting and Documentation: Handle helpdesk reporting, document IT processes, and create and maintain knowledge base articles.
- Asset Management: Oversee endpoint provisioning and decommissioning, track and manage IT assets.
Minimum qualifications include:
- Educational Background: High school diploma required.
- Technical Skills: Basic understanding of computer hardware and software systems, familiarity with operating systems (Windows, macOS), and experience with software installation and troubleshooting.
- Customer Service: Strong customer service orientation with excellent communication skills to assist non-technical users.
- Problem-Solving: Ability to diagnose and resolve basic technical issues efficiently.
- Organization and Multitasking: Capable of managing multiple tasks simultaneously while maintaining attention to detail.
- Teamwork: 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: Must be able to carry/lift up to 50lbs to support equipment logistics and setup.
- Travel Requirements: 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.
- Analytical Skills: Strong analytical skills with the ability to assess and prioritize issues based on impact and urgency.
VelocityEHS is an Equal Opportunity and Affirmative Action Employer. We welcome and encourage diversity in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability.