We are looking for a Tier I Helpdesk specialist to support employees with day-to-day technical issues and maintain reliable access to essential systems and tools. This Long-term Contract position is remote based on the east coast, and is ideal for someone who enjoys solving problems, communicating clearly, and delivering dependable support in a fast-paced environment. The person in this role will assist with user access, device setup, troubleshooting, and documentation while helping ensure a secure and efficient technology experience across the organization.
Responsibilities:
- Manage the full lifecycle of user access by provisioning, updating, and disabling accounts in accordance with approved processes.
- Verify user identity and provide secure assistance with password resets and multifactor authentication issues.
- Prepare laptops, accessories, and required applications so equipment is ready for end users according to company standards.
- Monitor hardware inventory and coordinate shipments, repairs, returns, and deployment status throughout each stage.
- Deliver front-line support for business systems, workplace technology, and internally developed mobile tools.
- Assist with the introduction of new devices and applications while collecting and assessing older equipment for reuse or retirement.
- Maintain clear internal documentation by creating and refining knowledge base content for recurring technical issues.
- Respond to potential security concerns such as malware alerts or phishing reports and contribute to follow-up investigation efforts.
- At least 2 years of experience in IT help desk support, desktop support, or systems administration.
- Bachelor’s degree in information systems, cybersecurity, computer science, or a related technical discipline, or equivalent hands-on experience.
- Working knowledge of Active Directory, Microsoft Windows environments, and service desk ticket management.
- Solid troubleshooting ability with strong attention to detail and a methodical approach to issue resolution.
- Clear written and verbal communication skills for user support, ticket updates, and technical documentation.
- Ability to manage multiple requests effectively and adapt to changing priorities throughout the workday.
- Detail-oriented and team-oriented, with a strong commitment to confidentiality, ethics, and dependable customer service.
- Reliable high-speed internet and a private workspace suitable for handling confidential support conversations.