IT Helpdesk Technician

Summary

We are looking for customer-focused IT Helpdesk Technician to serve as the first point of contact for employees experiencing technical issues. The ideal candidate is a strong communicator with solid troubleshooting skills who can diagnose and resolve hardware, software, and network problems efficiently while delivering excellent customer service.

Duties & Responsibilities

• Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, network, and connectivity issues.
• Log, track, and resolve support tickets in a timely manner, meeting SLA targets.
• Set up new hardware (laptops, desktops, monitors, peripherals) and provision user accounts.
• Install, configure, update software applications, and operating systems.
• Assist with password resets, account lockouts, and access permission requests.
• Escalate complex or unresolved issues to Tier 2/3 support or appropriate specialists.
• Maintain accurate documentation of issues, resolutions, and standard procedures.
• Support onboarding/offboarding processes, including equipment setup and account deactivation.
• Perform routine maintenance, patching, and updates on end-user devices.
• Educate users on best practices for cybersecurity, software use, and IT policies.
• Manage and maintain IT asset inventory (hardware and software licenses).
• Assist with basic network troubleshooting (Wi-Fi, VPN, printer connectivity).
• Contribute to the knowledge base by documenting common issues and solutions.

Expectations & Evaluation Criteria

• Act with integrity and treat people with respect.
• Take ownership of your work and deliver it accurately and on time.
• Communicate clearly, listen well, and handle conflict professionally.
• Adapt to changing priorities and manage multiple responsibilities.
• Look for better ways to work and contribute ideas that improve the team.

Qualifications

• Associate's degree or equivalent certification in IT, Computer Science, or related field (or equivalent work experience).
• 1-3 years of experience in a helpdesk, technical support, or IT support role.
• Working knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 / Database administration.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong time-management skills and ability to prioritize multiple tickets.
• Lifting/moving computer equipment (up to 25-50lbs) / use of ladders.
• Primarily desk-based work with periods of walking between offices/floors.
• CompTIA A+, Network+, or similar certification preferred.
• Experience with Azure/Entra user management preferred.
• Familiarity with remote desktop and screen-sharing tools preferred.
• Basic scripting knowledge (PowerShell) for automating routine tasks preferred.
• Prior experience in a fast-paced or enterprise IT environment preferred.

At trace® our mission is clear: Remineralize the World. For more than 50 years, we've been dedicated to pioneering mineral research, raising awareness, and developing innovative products that support this vision.
trace® isn’t just our name, it’s our mindset. We believe the smallest details can have the greatest impact. From micro-minerals to micro-moments, we’re building a company rooted in nature, powered by science, and focused on wellbeing.
We’re growing a team that is passionate about health, the planet, and doing work that truly matters. Our culture allows you to pursue your dreams while still prioritizing your personal wellness. Here, you'll help create products that are both naturally derived and scientifically proven, all while charting your own path.
Join us on our journey to Remineralize the World and be part of making a difference that truly matters!