IT Helpdesk Technician

Overview The IT Helpdesk Technician provides technical support and assistance to end-users regarding computer systems, hardware, software, and network-related issues. This role is responsible for troubleshooting problems, responding to service requests, and ensuring smooth daily operations of IT systems.

Responsibilities

• Provide Tier 1 and Tier 2 technical support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.
• Support enterprise applications, including ERP, PLM, CAD, and engineering software tools.
• Manage user accounts, permissions, and access controls in Active Directory and other systems.
• Install, configure, and maintain Windows/macOS systems and approved aerospace software platforms.
• Maintain and update IT documentation, knowledge base articles, and asset inventories.
• Ensure compliance with aerospace cybersecurity standards (e.g., NIST, CMMC, ITAR where applicable).
• Assist with system upgrades, patch management, and hardware deployments.
• Escalate complex technical issues to senior IT staff or vendors as needed.

Qualifications

• Bachelors degree in computer science, Information Technology, Software Engineering, or a related field (or equivalent experience).
• 3-5+ years of experience in helpdesk, system support, preferably in a manufacturing environment.
• Proven experience in technical support or desktop support roles with a strong understanding of computer management and troubleshooting.
• Familiarity with operating systems including Windows (Windows Server), macOS, and Linux environments.
• Knowledge of computer networking concepts such as LAN, TCP/IP, DNS, VPNs, firewalls, and network administration tools like Meraki.
• Experience with Active Directory.

Key Competencies

• Strong analysis skills to diagnose hardware/software issues efficiently.
• Excellent communication skills with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently or as part of a team in a fast-paced environment.
• Attention to detail and documentation discipline.
• Commitment to security, compliance, and operational excellence.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The employee is occasionally required to stand, walk, reach with hands and arms, climb stairs or balance, and stoop, kneel, crouch or crawl.
• The employee must occasionally lift and/or move up to 50 pounds.