IT Helpdesk Support Specialist

Summary

Join Myriad360 as an IT Helpdesk Support Specialist and provide front-line technical support to end-users across various communication channels, including chat, email, phone, and remote support tools. You will diagnose and resolve hardware, software, and network issues while maintaining excellent customer service. This role involves on-boarding and off-boarding employees, training users on IT systems, and ensuring compliance with security policies.

Requirements

• Must have Microsoft 365 administration experience
• Strong troubleshooting and problem-solving skills in IT support
• Excellent communication and customer service abilities
• Experience with Windows and Mac operating systems
• Familiarity with IT ticketing systems and remote support tools
• Update and keep track of request in ticketing systems
• Ability to manage multiple tasks and prioritize effectively
• Ability to call /Text people in emergency situations
• Strong attention to detail and organizational skills
• Knowledge of networking fundamentals and security best practices
• Experience with user account management (Active Directory, Google Workspace, etc.)

Responsibilities

• Respond to and resolve IT support requests in a timely and professional manner
• Diagnose and troubleshoot hardware, software, and network-related issues for Windows and Mac environments
• Install, configure, and update software applications and hardware systems
• Maintain accurate records of IT support issues and resolutions within the ticketing system
• Assist with user account management, including setup and deactivation for employees and contractors
• Provide training and support to users on company IT systems and applications
• Collaborate with the IT team to escalate and resolve complex technical issues
• Ensure adherence to IT security policies and best practices to safeguard company data
• Complete ongoing security awareness training and comply with company policies to the requirements section
• Identify and escalate security risks to the appropriate Executive Leadership Team member and actively contribute to remediation efforts
• Other duties as assigned

Preferred Qualifications

• Prior experience in an IT Helpdesk or technical support role is a plus
• IT certifications (CompTIA A+, ITIL, Microsoft, or equivalent) are a plus

Benefits

• Remote work
• Flexible hours