Job Summary:
Abundant Solutions is seeking a customer-focused IT Help Desk Technician to join their IT team. This role serves as the first point of contact for employees needing technical support and is responsible for providing Tier I support for various devices and applications.
Responsibilities:
• Serve as the primary point of contact for IT support requests via phone, email, and ticketing system.
• Provide Tier I technical support for: Desktop and laptop computers, Printers and peripherals, Mobile devices, Microsoft 365 applications, Conferencing technology
• Troubleshoot: Hardware and software issues, Network connectivity, VPN access, User accounts, Peripheral devices
• Deliver excellent customer service while resolving technical issues quickly and professionally.
• Log, prioritize, and manage support tickets using the IT service management (ITSM) platform.
• Escalate complex issues to Tier II/III support with proper documentation.
• Monitor open tickets through resolution.
• Keep users informed of issue status and estimated resolution times.
• Create and maintain user accounts.
• Perform password resets and access provisioning.
• Support onboarding and offboarding activities.
• Configure workstations and deploy software.
• Support: Microsoft 365, Active Directory, Email, VPN access, Wireless connectivity
• Maintain IT hardware inventory and software licensing records.
• Image, deploy, upgrade, and maintain computer systems.
• Support manufacturing floor technology and business systems.
• Assist with office expansions, infrastructure upgrades, and technology rollouts.
• Create and maintain technical documentation and knowledge base articles.
• Follow established cybersecurity policies and IT standards.
• Report phishing attempts and potential security concerns.
• Assist with endpoint security, software patching, and compliance initiatives.
Qualifications:
Required:
• Must be a U.S. Citizen or Permanent Resident.
• High School Diploma or GED required.
• Minimum 2 years of Help Desk, Technical Support, or IT Support experience.
• Strong troubleshooting and analytical skills.
• Excellent customer service and communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to document technical issues accurately.
• Experience with Microsoft Windows.
• Experience with Microsoft 365.
• Experience with Active Directory.
• Experience with Azure Active Directory (preferred).
• Experience with Exchange Online.
• Experience with VPN technologies.
• Experience with TCP/IP.
• Experience with DNS.
• Experience with DHCP.
• Experience with Wireless networking.
• Experience with Remote support tools.
• Experience with IT ticketing systems.
• Experience with Asset management systems.
• Experience with Mobile device support (iOS & Android).
• Experience with Microsoft Teams.
• Experience with Desktop, laptop, printer, and peripheral support.
• Knowledge of cybersecurity best practices is preferred.
Preferred:
• Associate Degree in Information Technology, Computer Science, or related field preferred.
• Experience supporting a manufacturing or multi-site environment is a plus.
• CompTIA A+, Network+, or Microsoft certifications are a plus.
Company:
Abundant Solutions is a full-service staffing company that specializes in Office and Industrial Temp to Perm and Direct Hire Placements. Founded in 2014, the company is headquartered in Tulsa, USA, with a team of 201-500 employees. The company is currently Growth Stage.