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Job Title: IT Helpdesk Engineer

Department: Information Technology
Reports To: IT Service Desk Manager / IT Operations Manager

The IT Helpdesk Engineer is responsible for delivering high-quality technical support to end users while ensuring operational stability, security compliance, and service excellence. This role serves as the frontline of IT operations, resolving incidents, fulfilling service requests, and escalating complex issues appropriately.

The ideal candidate combines strong technical troubleshooting skills with customer service excellence, process discipline, and a proactive approach to continuous improvement.

Key Responsibilities

End-User Support

• Provide Level 1 / Level 2 technical support for hardware, software, and network-related issues
• Troubleshoot Windows, macOS, mobile devices, and peripheral equipment
• Support Microsoft 365, collaboration platforms, and enterprise applications
• Diagnose and resolve remote access and VPN issues
• Deliver both remote and on-site support as required

Incident & Service Request Management

• Log, track, and resolve tickets in accordance with SLA targets
• Follow ITIL-based incident, request, and problem management processes
• Escalate complex issues to appropriate technical teams
• Document resolutions clearly in the ticketing system

Security & Compliance

• Enforce cybersecurity policies including MFA, endpoint protection, and patching standards
• Support identity and access management (user provisioning, role-based access)
• Assist with device encryption and compliance controls
• Report and escalate potential security incidents

Infrastructure & Device Management

• Provision laptops, desktops, and mobile devices
• Maintain asset inventory and lifecycle tracking
• Assist with software deployment and patch management

Continuous Improvement

• Contribute to knowledge base documentation
• Identify recurring issues and recommend automation or process improvements
• Support IT projects such as system upgrades, migrations, and rollouts
• Promote self-service capabilities and end-user enablement

Required Qualifications

• 2–5 years of experience in IT support or service desk operations
• Strong troubleshooting skills across Windows and/or macOS environments
• Experience with Microsoft 365 and Active Directory / Entra ID
• Familiarity with endpoint management tools
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP)

Preferred Qualifications

• ITIL Foundation certification
• Network+, or Security+ certification
• Experience supporting hybrid or cloud-first environments
• Familiarity with automation tools or scripting (PowerShell preferred)
• Experience with enterprise ticketing systems (ServiceNow, Jira, Freshservice, etc.)

Key Competencies

• Strong customer service mindset
• Clear written and verbal communication
• Structured problem-solving skills
• Ability to prioritize in a fast-paced environment
• Attention to security and compliance requirements
• Collaborative team player with a proactive attitude

Performance Indicators

• SLA compliance rate
• First-call resolution rate
• Customer satisfaction (CSAT) scores
• Ticket backlog reduction
• Knowledge base contributions
• Security policy adherence

What Success Looks Like

• Reliable, responsive support experience for end users
• Reduced recurring incidents through proactive resolution
• High user satisfaction ratings
• Improved operational efficiency via documentation and automation
• Strong alignment with IT security and governance standards

Salary Range
The salary range for this position is $80,000 – 110,000USD.

Final compensation will be determined based on factors such as experience, skills, and qualifications.

We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please contact us to request accommodation.