Help Desk Support Technician

Job Overview

Helix Traffic Solutions is seeking a proactive and customer-oriented Helpdesk Support Technician to join our growing IT team. In this hybrid role, you will provide Tier 1 technical support for our internal users, assist with device and system deployment, and support daily IT operations across a dynamic and evolving environment. This position will serve as a front-line contact for technical issues, with a primary focus on Office 365, mobility, printers, password resets, laptop deployments, and user onboarding/offboarding.

This role also supports a hybrid workforce, including approximately 30 local users, and will occasionally include executive-level support. With our ongoing acquisition-based growth model, standardization is prioritized, but acclimating to divisional differences and growing ticket volumes is an evolving challenge you’ll help us manage.

Objectives

• Deliver excellent Tier 1 IT support while promoting consistent standards across all divisions.
• Maintain strong responsiveness in resolving common user issues in Office 365, remote access, mobile support, and hardware troubleshooting.
• Help streamline the onboarding and offboarding process across multiple divisions and business units.
• Act as a local, reliable point of contact for walk-up support while ensuring all support actions are documented in the ticketing system.
• Balance onsite needs with remote duties, managing workload with independence and efficiency.

Responsibilities and Duties

• Helpdesk Support (Tier 1):
• Serve as the first point of contact for IT support requests via ticketing system, phone, chat, or in-person walk-ups.
• Troubleshoot and resolve technical issues related to:
• Microsoft Office 365 suite (email, Teams, OneDrive, SharePoint, etc.)
• User password resets and MFA/SSO issues
• Laptop provisioning, configuration, imaging, and deployment
• Printers and multi-function devices (network and local)
• Mobile device setup (iPhones, Samsung tablets) and basic MDM support
• VPN, remote access tools, and work-from-home connectivity

User Lifecycle Management:

• Execute onboarding and offboarding tasks, including account creation/deactivation, permission management, and equipment provisioning.
• Coordinate shipping, imaging, and setup of laptops and accessories for new hires.
• Track and recover IT assets during offboarding processes.

Documentation and Reporting:

• Log all support actions in the ticketing system, even for walk-ups or phone-based support.
• Follow established SOPs and contribute to documentation improvements.

Hybrid Work Expectations:

• Be present onsite at least 3 days per week, unless business needs require additional in-person support.
• Perform remote support efficiently during offsite days, maintaining response time and communication standards.

Executive and Local User Support:

• Provide elevated support to approximately 30 onsite users, including periodic executive-level assistance.
• Ensure courteous, professional handling of sensitive and high-priority requests.

Growth and Adaptation:

• Embrace a dynamic IT environment shaped by acquisitions and organizational expansion.
• Quickly adapt to varying processes across divisions, helping users through transitional phases.
• Remain flexible and open to evolving responsibilities as the business scales.

Qualifications

Technical Skills:

• Solid understanding of Microsoft Office 365 suite and common troubleshooting scenarios
• Experience with Active Directory, Exchange Online, and remote desktop support tools
• Familiarity with laptop imaging tools and deployment processes
• Competence in supporting mobile devices across iOS and Android platforms
• Ability to support local and network printers remotely and in-person

Experience:

• 2+ years in an IT Helpdesk or Desktop Support role, preferably in a hybrid or remote support model
• Experience supporting a distributed workforce and high-volume ticket environments
• Exposure to executive support or high-priority issue handling a plus

Soft Skills:

• Strong written and verbal communication skills
• Empathetic, solution-focused mindset with attention to customer experience
• Self-motivated and organized, with strong time management skills