IT Helpdesk Engineer I

The Helpdesk Engineer I provides first-level IT support for PCS users by assisting in troubleshooting, system access, and basic maintenance activities. 
This role also contributes to process automation projects by assisting the Sr. Software Developer I in simple programming, data preparation, and workflow testing. 

The position serves as an entry point for IT professionals aiming to develop competencies in infrastructure support, application management, and automation technologies within PCS’s IT operations. 

. End-User Support

• Respond to user requests and incidents involving hardware, software, and network issues.

• Assist in setup, installation, and maintenance of laptops, desktops, and peripherals under supervision.

• Provide basic support for Microsoft 365 applications (Outlook, Teams, OneDrive).

• Support user onboarding and offboarding by ensuring device and access readiness.

B. Infrastructure & Cloud Support (Assisted Role)

• Assist the Infrastructure Team in monitoring device performance, connectivity, and updates.

• Support inventory management of IT assets, including device tagging and documentation.

• Perform basic system health checks and assist in scheduled software rollouts.

• Escalate complex technical issues to the Jr. Infrastructure Engineer or Sr. Infrastructure Engineer.

C. Process Automation Assistance

• Support the Sr. Software Developer I in process automation initiatives through:

• Writing or modifying basic scripts or code (e.g., PowerShell, Python, VBA).

• Testing and validating automated workflows or RPA processes.

• Preparing data or templates needed for automation development.

• Document automation procedures and assist in user testing and feedback collection.

D. Cybersecurity and Compliance

• Adhere to established IT security and data protection policies.

• Ensure endpoint devices comply with security requirements (antivirus, access control).

• Report any suspected phishing or security-related incidents immediately.

• Maintain awareness of cybersecurity best practices.

E. Documentation and Communication

• Record all tickets, incidents, and resolutions accurately in the IT service desk system.

• Maintain and update IT support logs, asset records, and automation documentation.

• Communicate clearly and courteously with users and IT peers.

F. Learning and Development

• Participate in structured training on IT operations, infrastructure, and automation tools.

• Learn scripting, programming, and workflow automation fundamentals.

• Develop skills to progress toward higher technical positions within the IT organization