Help Desk Support Technician

Job Description

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

User Lifecycle Management :

Documentation and Reporting :

Hybrid Work Expectations :

Executive and Local User Support :

Growth and Adaptation :

Qualifications

Technical Skills :

Experience :

Soft Skills :