Help Desk Technician

Job Summary:

 

Duration:  Through May 31, 2025, with possible extensions

Hybrid/Onsite/Remote:  Onsite

We are seeking a Helpdesk Technician to provide comprehensive technical support for our enterprise IT environment. The ideal candidate will have a minimum of 10+ years of IT experience, supporting at least 200 users in a fast-paced enterprise setting. This role requires strong expertise in troubleshooting hardware and software issues, provisioning and maintaining enterprise equipment, managing assets, and providing end-user training. The position involves both in-person and remote/virtual support.

Key Responsibilities:

• Provide in-person, phone, and remote technical support for hardware and software issues.

• Manage enterprise remote mobile device management and troubleshooting.

• Provision, install, maintain, and support enterprise user equipment, including:

  • Smartphones (iOS & Android)

  • Desktops & Laptops

  • Tablets

  • VoIP & POTS phones

• Oversee enterprise asset inventory management, including procurement, assignment, retirement, and disposal.

• Handle printer setup, installation, and troubleshooting (local and network printers).

• Create and maintain User Guides and Standard Operating Procedures (SOPs) for IT support.

• Support and maintain audio/video conferencing equipment (Crestron, Shure, Tesira).

• Conduct end-user training, including the creation of pre-recorded training videos.

• Lift and transport IT equipment up to 40 lbs as needed.

• Maintain a valid Class C driver's license with a satisfactory driving record (no more than three moving violations and no DUIs within the last three years).

Technical Environment:

• Operating Systems & Software:

  • Windows 10

  • Office 365 Suite (Word, Excel, PowerPoint, Teams, OneDrive)

  • Microsoft Active Directory (on-prem & Azure)

• Mobile Device Management:

  • Workspace ONE / AirWatch MDM

• Enterprise Applications:

  • Trapeze AssetWorks Management

  • Masabi JustRide Ticketing Platform

  • Site Help Desk

• Cybersecurity & Remote Access Tools:

  • KnowBe4 Phish Alert Platform

  • Proofpoint Antispam Platform

  • DameWare Mini Remote

• VoIP Systems:

  • Jive, RingCentral, Verizon IPC

• Mobile & Audio/Video Equipment:

  • Apple iPhone (iOS)

  • Google Android OS

  • Crestron, Shure, and Tesira Audio/Video Equipment

Qualifications & Experience:

• 10+ years of enterprise IT experience, supporting at least 200 users.

• Strong troubleshooting skills in hardware, software, and networking.

• Experience with enterprise-level mobile device management and remote support tools.

• Hands-on experience in enterprise asset management and procurement processes.

• Ability to create clear and concise technical documentation and user training materials.

• Familiarity with audio/video conferencing system setup and maintenance.

• Excellent communication and customer service skills.

• Ability to lift up to 40 lbs and travel as needed for IT support.

• Must have a valid Class C driver's license with a clean driving record.

Preferred Certifications (Not Required, but a Plus):

• CompTIA A+

• Microsoft Certified: Modern Desktop Administrator Associate

• ITIL Foundation Certification

• Certified Support Technician (CST)

 

IMRI offers top-tier benefits that include: medical coverage through nationally recognized carriers, ancillary coverages, paid vacation and sick leave in compliance with all state and local laws, 401(k) with company match, company paid life insurance and LTD, and several additional voluntary coverages.

 

Pay will be commensurate with the experience, skills, and qualifications that the candidate brings to the position.

 

EQUAL EMPLOYMENT OPPORTUNITY

EEO/Affirmative Action Statement and Non-Discrimination Policy IMRI is an Equal Employment Opportunity employer committed to maintaining a non-discriminatory, diverse work environment. In accordance with Title VII of the Civil Rights Act of 1964, Section 503 of the Rehabilitation Act of 1973, Vietnam Era Veteran's Readjustment Assistance Act of 1974 (VEVRAA), Americans with Disabilities) (ADA), and other federal, state, and local anti-discrimination laws, IMRI does not unlawfully discriminate against any person on the basis of race, color, religion, sex, national origin, ancestry, genetic information, age, marital status, sexual orientation, physical or mental disability, or status as a special disabled veteran or other veteran. IMRI will take affirmative action to assure equal opportunity for employment is provided with regard to all personnel actions. This is including but not limited to: recruitment, selection, compensation, benefits, training, promotion, demotion, layoff, termination and all other terms and conditions of employment.