IT Helpdesk Associate

Oversee 100% of service requests, incidents, and problems

Manage and coordinate urgent and complicated support issues

Determine root causes and communicate appropriately with internal and external customers

Handle onboarding and offboarding for all employees and contractors

Partner with the Security team to create a secure digital environment

Monitor performance and maintain systems managed by IT

Maintain and update inventory records, knowledge base, and ticketing system information

Participate in an on-call monitoring rotation

Maintain and streamline identity access management

Create and maintain documentation and IT policies

Oversee remote employee infrastructure, software and account management, equipment, assets, licenses, and day-to-day helpdesk requests

Report directly to the Senior Manager of IT

Tackle small to medium projects involving technical and logistical challenges

Requirements 3+ years of IT experience

Experience working with SaaS tools such as Okta, Kandji/Intune, Google Suite, etc.

Familiarity with basic networking to support warehouse IT infrastructure

Experience with asset management and purchasing

Some security experience and exposure

Experience with mobile asset management, including scanners and Android devices

Bachelor’s degree in a related field such as Information Technology, Management Information Systems, or Computer Science, or equivalent years of experience without a degree

Customer service and communication skills

Project and program management skills

Working technical knowledge of modern helpdesk and enterprise technologies

Working knowledge of SaaS applications

Knowledge of SSO integrations, network hardware and software solutions such as Unifi, remote access solutions, secure endpoint solutions, and cloud infrastructure/connectivity

Creative problem-solving skills

3+ years of relevant education and/or work experience

ITIL knowledge and understanding of IT best practices

Core Competencies Demonstrates expertise in IT service management, including incident and problem resolution, asset management, and identity access management. Proficient in utilizing SaaS tools and maintaining secure digital environments while ensuring effective communication and customer service.

Highest-signal resume keywords IT Service Management

SaaS Tools Experience

Asset Management

Identity Access Management

ITIL Knowledge

Hard Skills Incident Management

Problem Resolution

Asset Management

Networking Knowledge

Mobile Asset Management

Helpdesk Technologies

SSO Integrations

Cloud Infrastructure

Documentation Creation

Project Management

Soft Skills Customer Service Skills

Communication Skills

Creative Problem-Solving

Industry Keywords IT Best Practices

Digital Security

Onboarding and Offboarding

Knowledge Base Management

Ticketing System

Tools & Technologies Okta

Kandji/Intune

Google Suite

Unifi

Remote Access Solutions

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