IT Helpdesk Specialist

Role Overview
As an IT Helpdesk Specialist, you will be the first point of contact for technical support within the organization during US business hours, with in-house IT serving as the escalation point. You will troubleshoot and resolve issues with our primary systems, provide remote hardware and software support, and suggest improvements to IT workflows based on recurring ticket trends and knowledge base gaps. The ideal candidate is resourceful, tech-savvy, and customer-service oriented.
Scope: This role works US Pacific (PST/PDT) or US Central (CST/CDT) business hours, with flexibility to consider US Eastern (EST/EDT) hours. On-site work, system administration, and security remain with in-house IT.
Reports to: VP Operations and Technology
What success looks like: Meeting SLA targets, resolving issues on first contact where possible, high user satisfaction, and an accurate, growing knowledge base.

Key Responsibilities
Technical Support: Provide remote first-level support for operating system, application, connectivity, and peripheral issues on Windows and Mac, including printers, Wi-Fi/VPN, and home-office connectivity.
I ---------- Resolution: Respond to and resolve tickets by email , chat, or phone within defined SLA targets. Triage every ticket by impact and urgency, keep status and notes updated at each step, and escalate to senior IT when troubleshooting is exhausted or a ticket is at risk of missing its SLA.
Microsoft 365 and Slack Support: Provide user-level support for accounts, licenses, group membership, and troubleshooting in Microsoft 365 (including Outlook, Teams, and OneDrive) and Slack (account access, channels, notifications, and basic member management). Access is limited to what the role requires.
Password, Lockout, and MFA Resets: Complete required identity verification before any reset or access change to protect against social engineering. Admin and executive accounts are handled by in-house IT.
Access and Software Requests: Process access, software, and local admin password requests under our IT Hardware & Software Request Standards, including manager approval. Fulfill only pre-approved groups and applications.
Onboarding/Offboarding: Run Trelica onboarding and offboarding workflows from an approved request, following the checklist, to set up access for new hires and securely deactivate accounts for departing employees. Permanent deletions and device wipes require in-house IT approval, and in-house IT may run sensitive offboardings directly.
Device Management and Monitoring: Support company laptops, desktops, and mobile devices remotely through NinjaOne and Intune (troubleshooting, app installs, and compliance checks). Use NinjaOne for remote sessions, monitoring alerts, and patch status, and escalate any failures.
Security Handoff: Forward reported phishing email s, suspicious sign-ins, and other security concerns to in-house IT without investigating. Urgent concerns, such as a suspected compromised account, go through the urgent escalation path rather than the regular Slack channel.
Documentation and Records: Write or update a knowledge base article for any new or repeat issue (reviewed by in-house IT before publishing), maintain FAQs and user guides, and keep ticket and asset records accurate.
Communication with In-House IT
Ticketing System: NinjaOne is the system of record for all user requests and updates. No work happens without a ticket.
Slack IT Channel: Day-to-day coordination with in-house IT. Respond to IT team messages within 30 minutes during the shift, and faster for P1 escalations.
Slack Direct Message or Phone: Urgent P1 escalations only, following the escalation path.
Slack Status: Keep your status current (available, away, on break) throughout the shift.
End-of-Shift Handoff: Post a report of open tickets, escalations, and recurring issues in the Slack IT channel before the shift ends.

Qualifications
Experience

• At least 2 years of experience in an IT Helpdesk or technical support role.
• Familiarity with remote work environments and supporting distributed teams.
• Experience supporting US-based clients, or working at an MSP/BPO, in a similar offshore setup is preferred.

Technical Skills

• Proficient in user-level Microsoft 365 and Entra ID support (accounts, licenses, MFA, password resets, local admin password requests, and Outlook/Teams/OneDrive troubleshooting).
• Skilled in supporting Slack users (account access, channels, notifications, and basic member management).
• Knowledgeable in both Windows and macOS environments.
• Familiarity with Microsoft Intune and ticketing systems.
• Experience with NinjaOne or Trelica (preferred but not required).
• Basic understanding of networking concepts and remote access tools.
• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft MD-102 or MS-900 are a plus.

Soft Skills

• Strong problem-solving and troubleshooting abilities.
• Excellent verbal and written communication in English.
• Strong collaborative mindset, with efficient communication with senior IT staff.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to prioritize tasks and work independently during the scheduled shift, with set start and end times and required overlap with in-house IT.

Work Requirements

• Reliable high-speed internet connection.
• Backup power and internet to cover outages and brownouts.
• A private and secure workspace.
• Use of a company-managed device or approved security controls.
• Signed NDA and data-protection agreement.
• Use of a secured admin account for elevated tasks.