[Hiring] IT Helpdesk Technician @Jobs for Humanity

Role Description

As the go-to tech hero, the IT Helpdesk Support role is all about solving problems, saving the day, and keeping our digital world running smoothly. From troubleshooting tech issues and managing system access to making sure new hires are set up for success, you're at the heart of a smooth IT experience. You'll play a key role in delivering top-notch support to employees, all while diving into exciting IT projects, sharpening your skills, and keeping our documentation sharp and up-to-date. Every day brings something new—and you're the one who makes it all work like magic.

What You'll Do

• 365 Administration
  • Manage user mailboxes, distribution lists, and shared mailboxes.
  • Implement and manage MFA for users to enhance security.
• Access Provisioning
  • Manage provision access for all company applications, ensuring users have the appropriate permissions.
  • Maintain records of access levels and update them based on role changes or organizational requirements.
• Onboarding New Hires
  • Coordinate the onboarding process, ensuring all IT requirements are set up for new hires.
  • Configure and prepare new and existing PCs for deployment, ensuring all software and configurations meet company standards.
• Software Support
  • Install, update, and troubleshoot software applications as needed.
  • Ensure all software licenses are managed and compliant with company policies.
  • Provide support and training for end users on the effective use of software applications.
• Helpdesk Support
  • Triage/Assignment
    • Triage incoming helpdesk tickets and assign them based on priority and expertise needed.
    • Monitor ticket queues and escalate issues as needed to ensure timely resolution.
  • L1–L2 Tickets
    • Resolve Level 1 to Level 2 support tickets, ranging from basic troubleshooting to more complex IT issues.
    • Escalate Level 2 problem tickets and Level 3 tickets as needed.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in IT support or helpdesk roles.
• Familiarity with Microsoft 365 administration, including Exchange, MFA, and user provisioning.
• Working knowledge of IT hardware, Windows OS, and common enterprise software.

Benefits

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• Recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• Benefits for family members, including WellnessLine, Agreements and Discounts, Scholarship programs for children, Aid Plans for different moments of life, among others.