IT Helpdesk Technician

Job Summary

The IT Helpdesk Technician will be the first point of contact for all IT-related issues, providing prompt, courteous, and effective technical support to internal users. You'll be responsible for diagnosing and resolving hardware, software, and network problems, escalating complex issues when necessary. Your role is vital in maintaining user productivity and ensuring our IT services align with Ingrasys' operational needs and global IT standards.

Key Responsibilities

First-Line Technical Support:

• Provide timely and effective first-line technical support to end-users via phone, email, and in-person for hardware, software, and network issues.

Troubleshooting & Resolution

Diagnose and resolve common IT problems, including desktop/laptop issues, printer malfunctions, software application errors, and basic network connectivity problems.

System & Application Support

Assist users with common operating system issues (Windows, macOS), Microsoft Office Suite, and other business-critical applications utilized in both office and advanced manufacturing settings.

User Account Management

Create, modify, and troubleshoot user accounts and permissions within Active Directory and other relevant systems.

Hardware & Software Deployment

Assist with the setup, configuration, and deployment of new computers, peripherals, and software, ensuring adherence to company standards.

Documentation & Knowledge Base

• Accurately log all support requests, actions taken, and resolutions in the ticketing system.
• Contribute to and maintain IT knowledge base articles and troubleshooting guides for common issues.

Escalation & Collaboration

Identify and escalate more complex or critical issues to senior IT staff or specialized teams (e.g., System Administrators, Network Engineers) when necessary, ensuring proper handover and diligent follow-up until resolution.

IT Standards Adherence

Ensure all support activities and solutions comply with established global IT policies, procedures, and security best practices.

Customer Service Excellence

• Provide consistent and excellent customer service, maintaining a positive and helpful attitude while guiding users through technical solutions and ensuring a positive user experience.
• Provide white-glove IT support for VIP executives and in-office leadership, delivering highly responsive, discreet, and personalized technical assistance to ensure a seamless technology experience.
• Perform additional responsibilities as needed to support business objectives.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience and certifications (e.g., CompTIA A+, Network+).
• 3+ years of experience in an IT Helpdesk, Desktop Support, or Technical Support role in a professional environment, preferably within manufacturing, industrial, or a high-tech sector.
• Strong troubleshooting skills for common hardware (laptops, desktops, printers, mobile devices) and software issues Familiarity with Active Directory for user and computer management, including password resets and group policy basics.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi connectivity, VPN).
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and patiently to non-technical users.
• Strong interpersonal skills and a highly customer-service-oriented approach.
• Ability to prioritize tasks, manage multiple requests efficiently, and work effectively under pressure.
• Self-motivated with a strong desire to learn and adapt to new technologies and processes.