IT Help Desk Engineer

Summary

Join PublicSquare as an IT Helpdesk Engineer and become part of a team providing technical support to internal users. This remote, full-time position requires resolving IT issues efficiently and communicating clearly. You will troubleshoot hardware, software, and network problems, install and maintain equipment, collaborate with other IT team members, and provide user training. The role involves working with internal employees and potential external customers. Occasional travel may be required. PublicSquare offers a comprehensive benefits package.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred
• Proven experience working in an IT support role, preferably in a helpdesk environment
• Strong knowledge of Windows and Mac operating systems, Microsoft 365, and Google Workspace
• Experience with Apple Business Manager, MDMs, and identity and access management platforms such as Okta, Kandji and Entra ID
• Familiarity with troubleshooting hardware, software, and network issues
• Excellent communication and customer service skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment

Responsibilities

• Respond to IT support requests via phone, email, or ticketing system in a timely manner
• Remotely troubleshoot hardware, software, and network issues for end-users
• Remotely install, configure, and maintain computer systems, printers, and other IT equipment
• Collaborate with other IT team members for escalation assistance and resolve complex technical issues
• Provide user training and assistance on IT systems and applications
• Document IT procedures, configurations, and troubleshooting steps

Preferred Qualifications

• Experience working with modern service desk tools like Zendesk, ServiceNow, etc
• Experience with creating and maintaining IT Documentation on Applications, User Environments, and Networks utilizing modern Technical Documentation Platforms like Hudu, ITGlue, Notion
• Experience supporting SOC2 and PCI Compliance for auditor requests
• IT certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals Certification), or GCP certifications are a plus

Benefits

• Company paid Medical, Dental, Vision, and Life Insurance
• 401(k) with company match
• Flexible time off policy
• Paid holidays
• Discounts on our brands
• Rewards & recognition bonuses