IT Help Desk

The IT Help Desk is responsible for providing administrative and operational support for the IT department. This position coordinates Help Desk requests, maintains departmental records, assists with purchasing and vendor services, tracks IT equipment and inventory, and supports employee onboarding and offboarding processes. The position serves as a primary point of contact for IT-related requests and ensures timely communication, coordination, and follow-up with employees, vendors, and IT personnel.

ESSENTIAL FUNCTIONS

IT Department Administrative Support

• Manage daily administrative activities, including departmental correspondence, documentation, recordkeeping, and coordination of IT-related requests.
• Coordinate approved purchases of IT equipment, software, supplies, and services, including purchase orders, invoices, and related departmental records.
• Track software subscriptions, licenses, service agreements, warranties, and renewals.
• Coordinate with vendors and service providers regarding equipment, internet, telephone, software and other IT services.
• Maintain accurate and up-to-date company email, telephone, and extension records.

Help Desk & Ticket Management

• Serve as the first point of contact for employees requesting IT assistance by phone, email, or other approved channels.
• Log, update, document, and assign Help Desk tickets to appropriate IT personnel.
• Monitor outstanding service requests, coordinate follow-up, and communicate updates to employees and IT personnel.
• Assist with coordinating IT-related requests for employee onboarding, and changes in system access.

IT Equipment & Inventory Support

• Maintain accurate IT asset inventory, equipment assignments, and related records.
• Coordinate equipment requests, distribution, shipping, receiving, returns, and replacements.
• Assist with tracking equipment needs and coordinating approved equipment purchases.

General Responsibilities

• Communicate effectively and professionally with employees, vendors, and other departments.
• Exercise discretion and independent judgment when handing confidential company information.
• Ensure compliance with applicable company policies, IT procedures, information-security requirements, and safety practices.
• Perform other duties as requested, directed, or assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS

• High School Diploma or GED required; Associate degree in related field preferred
• At least 3 years’ experience in a directly related field

SKILLS / KEY COMPETENCIES

• Must have a valid driver’s license, proof of insurance, and a good driving record to operate a company vehicle when traveling to company offsite locations.
• Knowledge of the organization to complete assignments
• Knowledge of Help Desk ticketing software (Track-It or similar)
• Must be able to work non-routine hours when necessary
• Ability to communicate effectively, both verbal and written with customers and employees at all levels

PHYSICAL REQUIREMENTS

• Frequently required to use hands and arms, stand, walk, sit, climb, stoop, kneel or crouch
• Will work in an indoor and outdoor setting
• Moving about to accomplish tasks or moving from one worksite to another
• Ability to operate a computer and other office productivity machinery (e.g., calculator, copy machine, printer)
• Constantly perform repeating motions that may include wrists, hands and/or fingers
• Frequently communicate with other members of the team.
• Work will include moving and/or lifting objects up to 50 pounds (with assistance)