IT Help Desk Engineer

Job Purpose 

As an IT Helpdesk Engineer at PublicSquare you will be part of a group that will be responsible for providing technical support and assistance to our internal users, resolving IT-related issues promptly and efficiently.

Role Summary/Major tenets of the role:

• Will work with the internal employees of PublicSquare and potential external customers as well.
• Clear communicator and assist in the overall performance of the team.

Selected Highlights/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.
• Occasional travel may be required on an infrequent basis.

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.

Nice to Have

• 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.

A Day in the Life…

• Regular contact and coordination with cross-functional groups of tech and customer-facing leads
• Reviewing feedback sources to determine tactics and strategy with expert contributors
• Coaching and mentoring leaders and contributors
• Heads downtime to support forward progress