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About the role
Key responsibilities & impact- Serve as the first point of contact for employee technology support requests through the helpdesk system
- Respond to, prioritize, and triage tickets within defined SLA expectations
- Troubleshoot and resolve hardware, software, and connectivity issues for end users
- Own issues through resolution or escalate to senior technical resources with complete documentation of troubleshooting steps
- Set up, configure, and provision employee devices including laptops, mobile devices, and peripherals
- Support new hire onboarding by ensuring timely device setup, system access, and software provisioning
- Support employee offboarding, including device collection and access deprovisioning
- Maintain accurate hardware inventory and reconcile assets against active employees on a regular basis
- Coordinate device orders, shipping, returns, and overall hardware lifecycle management
- Maintain technology vendor registry including contracts, renewals, pricing, and key contacts
- Contribute to and maintain technology SOPs, documentation, and knowledge base articles; review quarterly for accuracy
- Coordinate with internal technical resources to resolve escalated issues and track progress through resolution
- Research ISP options for office locations and support setup coordination when needed
- Track recurring issues and identify opportunities for process or documentation improvements
- Support additional onboarding/offboarding administrative tasks as needed
Requirements
What you’ll need- Experience in IT support, helpdesk, or desktop support environments
- Strong troubleshooting skills across hardware, software, and basic connectivity issues
- Familiarity with device provisioning, user onboarding, and account/access management
- Experience using ticketing systems and maintaining accurate documentation
- Strong attention to detail, especially with asset tracking and follow-through
- Clear communication skills with both technical and non-technical users
- Ability to stay organized in a fast-paced, service-driven environment
- A proactive, ownership-driven approach to resolving issues and improving processes
Benefits
Comp & perks- Competitive base salary with monthly commissions or bonus potential
- Generous PTO and paid holidays
- Comprehensive healthcare benefits
- Dog-friendly offices (yes, really!)
- A people-first culture built on collaboration, accountability, and shared growth
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Troubleshooting HardwareTroubleshooting SoftwareConnectivity IssuesDevice SetupDevice ConfigurationUser OnboardingAccount ManagementDocumentation MaintenanceSLA ManagementProcess Improvement
Soft Skills
Attention to DetailClear CommunicationOrganizational SkillsProactive Problem SolvingOwnership-Driven Approach