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 youll 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
Helpdesk Support (Tier 1) :Serve as the first point of contact for IT support requests via ticketing system, phone, chat, or in-person walk-ups.Troubleshoot and resolve technical issues related to :Microsoft Office 365 suite (email, Teams, OneDrive, SharePoint, etc.)User password resets and MFA / SSO issuesLaptop provisioning, configuration, imaging, and deploymentPrinters and multi-function devices (network and local)Mobile device setup (iPhones, Samsung tablets) and basic MDM supportVPN, remote access tools, and work-from-home connectivityUser Lifecycle Management :
Execute onboarding and offboarding tasks, including account creation / deactivation, permission management, and equipment provisioning.Coordinate shipping, imaging, and setup of laptops and accessories for new hires.Track and recover IT assets during offboarding processes.Documentation and Reporting :
Log all support actions in the ticketing system, even for walk-ups or phone-based support.Follow established SOPs and contribute to documentation improvements.Hybrid Work Expectations :
Be present onsite at least 3 days per week, unless business needs require additional in-person support.Perform remote support efficiently during offsite days, maintaining response time and communication standards.Executive and Local User Support :
Provide elevated support to approximately 30 onsite users, including periodic executive-level assistance.Ensure courteous, professional handling of sensitive and high-priority requests.Growth and Adaptation :
Embrace a dynamic IT environment shaped by acquisitions and organizational expansion.Quickly adapt to varying processes across divisions, helping users through transitional phases.Remain flexible and open to evolving responsibilities as the business scales.Qualifications
Technical Skills :
Solid understanding of Microsoft Office 365 suite and common troubleshooting scenariosExperience with Active Directory, Exchange Online, and remote desktop support toolsFamiliarity with laptop imaging tools and deployment processesCompetence in supporting mobile devices across iOS and Android platformsAbility to support local and network printers remotely and in-personExperience :
2+ years in an IT Helpdesk or Desktop Support role, preferably in a hybrid or remote support modelExperience supporting a distributed workforce and high-volume ticket environmentsExposure to executive support or high-priority issue handling a plusSoft Skills :
Strong written and verbal communication skillsEmpathetic, solution-focused mindset with attention to customer experienceSelf-motivated and organized, with strong time management skills