IT Helpdesk Technician

Join our dynamic team as an IT Helpdesk Technician and become the first line of assistance for our organization’s technology needs! This energetic role offers the opportunity to troubleshoot a wide range of hardware and software issues, support end-users, and maintain our IT infrastructure. If you enjoy solving technical challenges, and excel at delivering exceptional customer service, this position is perfect for you. You will play a vital role in ensuring our systems run smoothly, empowering colleagues to perform at their best every day and provide ways to enhance tenchnology usage.

Position Summary

The IT Helpdesk Technician provides first-level technical support to employees across the organization, ensuring smooth operation of computer systems, networks, and software applications. This role is critical to maintaining the technology infrastructure at SYMX Group, a company recognized for innovation, operational excellence, and a collaborative work culture. The ideal candidate is customer-focused, technically proficient, and able to troubleshoot and resolve IT issues efficiently in a corporate environment. This role also includes responsibilities related to maintaining cybersecurity best practices and supporting IT security initiatives.

Key Responsibilities

· Serve as the primary point of contact for IT-related issues via phone, email, or ticketing system

· Troubleshoot and resolve hardware, software, network, and peripheral device issues

· Install, configure, and maintain desktops, laptops, printers, and mobile devices

· Support corporate applications including email, collaboration tools, and enterprise software

· Manage user accounts, permissions, and access in accordance with IT policies

· Escalate unresolved issues to higher-level IT staff or vendors as necessary

· Document support cases, resolutions, and procedures for knowledge management

· Assist in IT asset tracking and inventory management

· Provide training and guidance to employees on best practices and technology usage

· Support IT projects and system upgrades as assigned

· Assist in implementing and monitoring cybersecurity protocols, including malware protection, phishing awareness, password policies, and secure access controls

· Report potential security incidents and vulnerabilities to IT security team

· Associate or bachelor’s degree in information technology, Computer Science, or related field preferred

· 1–3 years of experience in IT support, helpdesk, or technical troubleshooting in a corporate environment

Required Qualifications

· Proficiency with Windows and macOS operating systems, Microsoft Office Suite, and common enterprise applications

· Knowledge of network protocols, VPNs, and basic cybersecurity principles

· Strong problem-solving, analytical, and organizational skills

· Excellent communication and interpersonal skills

· 3-5 years of Helpdesk or IT related functions

· Ability to manage multiple support requests and prioritize effectively

Preferred Qualifications

· IT certifications such as CompTIA A+, Network+, Microsoft Certified Professional (MCP), ITIL, or Security+

· Experience with ticketing systems (ServiceNow, Jira, or similar)

· Familiarity with Active Directory and cloud-based services (Office 365, Google Workspace)

· Understanding of remote desktop support and troubleshooting tools

· Prior experience supporting cybersecurity initiatives

Core Competencies

· Technical troubleshooting and problem-solving

· Customer service and communication

· Organizational and time management skills

· Team collaboration and adaptability

· Attention to detail and compliance with corporate IT policies

· Awareness of cybersecurity best practices

Work Environment

Corporate office
On-site support and hands-on troubleshooting will be required.
Standard business hours with potential for after-hours support during system upgrades or emergencies.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person