Helpdesk Specialist
The Helpdesk Specialist is responsible for providing first-line technical support to internal end users across the organization. This role is critical in ensuring system availability, minimizing downtime, and resolving day-to-day IT issues related to hardware, software, networks, and end-user devices. The position works closely with local IT/OT teams as well as the Global IT organization and serves as a foundational role for growth within IT.
Role and Responsibilities
- Manage and resolve IT helpdesk tickets as first-line support for end users
- Provide timely and effective technical support to internal users, both on-site and remotely
- Proactively prevent system downtime and minimize interruptions to end-user productivity
- Support incidents reported by end users by analyzing issues, identifying root causes, and implementing solutions
- Install, maintain, and troubleshoot hardware, software, and supported applications
- Handle hardware and mobile device deployment, replacements, and lifecycle management
- Perform basic network and WiFi troubleshooting, monitoring, and issue escalation as needed
- Support and maintain time clocks and badge readers, including basic troubleshooting and issue resolution
- Collaborate with IT/OT personnel to ensure smooth operation across office and manufacturing environments
- Collaborate with the Global IT team on incidents, standards, and continuous improvement initiatives
- Document troubleshooting steps, solutions, and known issues; contribute actively to the IT knowledge base
- Support the development, documentation, and continuous improvement of IT policies, procedures, and security standards
Qualifications and Education Requirements
- High school diploma or bachelor's degree in Information Technology or a related technical field
- Understanding of IT infrastructure, including hardware, operating systems, and networking fundamentals
- Strong willingness to learn new technologies and develop technical skills
- Prior experience in IT support or helpdesk is a plus but not required