Helpdesk Engineer

P1-C3-TSTS

JD

Help Desk Lead (T2)
We are seeking a Help Desk Lead to provide first-line IT support to users by troubleshooting technical issues, responding to service requests, and maintaining IT systems. The ideal candidate has excellent problem-solving skills, strong technical knowledge, and a customer-first approach.
Responsibilities
Provide technical support via phone, email, chat, or in person.
Troubleshoot hardware, software, and network issues
Install, configure, and update operating systems & applications
Maintain user accounts and permissions in Active Directory
Assist with password resets, email issues, and printer troubleshooting
Document issues, solutions, and IT processes in a ticketing system (ServiceNow, JIRA, Zendesk, etc.)
Guide users on best IT practices and security policies
Escalate complex issues to higher-level support teams
Assist with hardware setup, device imaging, and asset management
Perform basic network troubleshooting (Wi-Fi, VPN, IP configurations)
Knowledge of security best practices
Strong ITSM knowledge, project management skills
Requirements: Education: Associate or Bachelor degree in IT, Computer Science, or related field (or equivalent experience)Experience: 5+ years in IT support, with leadership experience
Certification CompTIA A+, CompTIA Network
Technical Skills:
Windows, macOS, Linux troubleshooting
Microsoft 365, Google Workspace, Outlook, Teams
Active Directory, password resets, account management
Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)
Ticketing systems (ServiceNow, JIRA, Freshdesk, Zendesk)
Remote support tools (TeamViewer, AnyDesk, Remote Desktop)
Soft Skills:
Strong verbal communication and customer service skills
Ability to multi-task and prioritize tickets
Ability to own tickets from creation to resolution
Ability to lead and mentor other team members
Analytical and problem-solving mindset
Teamoriented and eager to learn
Nice To Have:
Certification(s) HDI Desktop Support Technician, ITIL v4, AWS CLF-CO1, AWS CLF-CO2, AZ-104

Mandatory Skills

CompTIA A, CompTIA Network
Windows, macOS, Linux troubleshooting
Microsoft 365, Google Workspace, Outlook, Teams
Active Directory, password resets, account management
Networking basics (TCP/IP, DNS, VPN, Wi-Fi, DHCP)