Helpdesk Agent

We are seeking a reliable and customer-focused Helpdesk Agent to join our IT support team. The ideal candidate will provide first-line technical support, troubleshoot hardware and software issues, and deliver clear, empathetic communication to end users. This role requires strong problem-solving skills, familiarity with common desktop and mobile platforms, experience with ticketing systems, and the ability to escalate complex issues to appropriate engineering teams while maintaining excellent service standards.

Key Responsibilities for Helpdesk Agent - Support, Troubleshooting & Customer Service

• Serve as the primary point of contact for technical support requests via phone, email, chat, and ticketing system; log, triage, and track incidents to resolution in accordance with SLAs.

• Troubleshoot and resolve common desktop, laptop, peripheral, mobile device, and operating system issues for Windows, macOS, iOS, and Android environments.

• Support common business applications (e.g., Microsoft 365, Google Workspace, collaboration tools) and assist with software installation, configuration, and updates.

• Perform user account administration tasks including password resets, access provisioning, group membership management, and basic Active Directory or identity provider support.

• Diagnose connectivity and network-related issues at a basic level (Wi‑Fi, VPN, wired connections) and coordinate with network teams for escalations when needed.

• Follow documented procedures and runbooks to resolve issues; escalate complex or security-sensitive incidents to senior IT staff with clear documentation of troubleshooting steps.

• Provide timely, friendly, and professional communication to users; set expectations, follow up on open tickets, and ensure customer satisfaction through closure.

• Maintain and update knowledge base articles, how-to guides, and internal documentation to improve first-contact resolution rates and support onboarding of new team members.

• Participate in on-call rotations, shift coverage, and occasional after-hours support as required by business needs.

• Identify recurring issues and collaborate with IT and engineering teams to drive root-cause analysis and longer-term remediation or automation.

Required Qualifications - Helpdesk Skills & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

• 1+ years of experience in a helpdesk, desktop support, or customer-facing technical support role.

• Working knowledge of Windows and macOS client systems, mobile device management concepts, and common business applications such as Microsoft 365 or Google Workspace.

• Familiarity with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk) and basic ITSM practices, including incident prioritization and escalation.

• Strong communication skills—both written and verbal—with the ability to explain technical concepts to non-technical users in a clear, patient, and respectful manner.

• Good problem-solving aptitude, attention to detail, and the ability to follow procedures while exercising sound judgment in escalations.

• Ability to work independently and collaboratively in a fast-paced environment, manage multiple priorities, and meet SLA targets.

Preferred Qualifications - Tools, Certifications & Domain Experience

• Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent customer support certifications are a plus.

• Experience with MDM platforms (e.g., Intune, Jamf), remote support tools, and basic scripting for repetitive tasks (PowerShell, Bash) is beneficial.

• Prior experience in a SaaS or fast-growing technology company, or exposure to security best practices and access controls, is advantageous.

• Comfort contributing to knowledge bases, training materials, and end-user education initiatives to reduce repetitive incidents.

Work Environment & Compensation - Helpdesk Agent Salary & Benefits

• Full-time position with an onsite model.

• Competitive salary commensurate with experience and a comprehensive benefits package, including health insurance, retirement plan options, and paid time off.

• Opportunities for professional development, training, and certification support; clear paths for career growth within IT and cross-functional teams.

• Inclusive culture that values diversity, equity, work-life balance, and employee well-being.