IT Helpdesk & Endpoint Support Technician

Job Description

The IT Helpdesk & Endpoint Support Technician provides first- and second-level technical support to employees across corporate and plant environments. The role is responsible for troubleshooting computers, mobile devices, applications, printers, network connectivity, and other end-user technology. The technician manages incidents and service requests through the IT service management process and ensures timely resolution. The position also supports endpoint configuration, software deployment, user access, device security, and IT asset management.

Key Responsibilities:

Provide first- and second-level technical support to employees through helpdesk channels.
Diagnose and resolve hardware, software, operating system, and connectivity issues.
Configure, deploy, maintain, and troubleshoot laptops, desktops, mobile devices, and peripherals.
Install and update approved applications, drivers, operating systems, and security software.
Manage user accounts, password issues, access requests, and endpoint permissions.
Log, categorize, prioritize, and track incidents and service requests in the ITSM system.
Escalate complex technical issues to infrastructure, network, security, or application teams.
Support endpoint security controls, antivirus, encryption, and device compliance.
Maintain IT asset records and support device lifecycle management.
Assist users with Microsoft 365, collaboration tools, printers, and common business applications.
Prepare and maintain technical knowledge articles and troubleshooting procedures.
Support onboarding and offboarding activities, including device allocation and account coordination.