IT Help Desk Assistant

Core Tasks:

• Field and resolve Level 1 support tickets via Zendesk and Slack help channels.
• Troubleshoot common issues, including password resets, multi-factor authentication (MFA) resets, and login/access errors.
• Set up and manage user accounts and profiles, primarily for contractors, based on established onboarding guidelines.
• Walk less technical users through account setup processes via Slack and Zendesk, and over Zoom when needed.
• Execute provisioning and deprovisioning tasks for contractors using prebuilt scripts, automated workflows, or manual steps (e.g., deactivating users in systems).
• Support and collaborate with an internal IT team of three, sharing responsibility across the help desk.
• Maintain and update internal documentation and standard operating procedures in Notion.
• Monitor ticket queues in Zendesk and help channels to ensure timely and consistent support.
• Surface recurring issues or workflow friction points to suggest improvements.
   

Must-Haves:

• 2+ years in a help desk, IT support, or technical customer service role.
• Proficiency with workspace and support tools including: Okta (or similar tool), Google Workspace, Slack, Zoom, Zendesk, and Notion.
• Comfortable with executing scripted or step-by-step provisioning/deprovisioning tasks.
• Strong troubleshooting skills with the ability to communicate clearly and patiently, especially with less technical users.
• Detail-oriented with a strong ability to follow and improve repeatable workflows.
• Strong written and verbal English communication skills.
• Availability to work 10:30 AM - 7:30 PM EST.

Nice-to-Haves:

• Prior experience supporting remote contractors or non-technical users.
• Certifications such as CompTIA A+, Google Workspace Admin, or Okta Certified Professional.