IT Help Desk Technician

ATPGroup is hiring an IT Help Desk Technician to serve as the first line of contact for IT support across multiple locations in a hybrid setup.

Responsibilities

• Monitor the incoming ticket queue for incidents and requests; prioritize, communicate status, and drive issues to resolution in person, by phone, or via remote tools.
• Provide Tier 1 and Tier 2 troubleshooting and support for Windows 10/11 desktops and laptops and Microsoft 365 Office applications.
• Escalate Tier 3 issues to the Manager when problems involve network infrastructure, servers, or business applications (Business Central, Dynamics 365, Power BI) as needed.
• Support end users by instructing them on standardized setups, internal trainings, and established processes.
• Coordinate new employee IT onboarding, including account creation, hardware provisioning, application or license assignment, and initial setup and orientation.
• Coordinate offboarding tasks, including account deactivation and equipment recovery.
• Manage and maintain camera/video security systems across three (3) locations, including monitoring, storage and retention, user access, and basic troubleshooting.
• Manage and maintain door sensor and key fob entry systems for multiple facility doors at one (1) location, including provisioning and deprovisioning fobs, access group management, and troubleshooting.
• Purchase (under guidance), set up, and maintain PCs, laptops, printers, scanners, and mobile devices.
• Manage applications and subscription licensing assigned to end-user devices.
• Maintain IT asset inventory, licensing records, and equipment assignment and stock tracking.
• Administer mobile device management (MDM) via Microsoft Intune, including device enrollment, configuration, and security.
• Set up and administer user accounts, mailboxes, security, and permissions in an Azure/AD hybrid environment (under the direction of the Manager).
• Provide day-to-day administration of Microsoft 365 Admin Center tools, including Exchange Online, SharePoint, OneDrive, and Teams.
• Assist with data retention configuration for SharePoint, OneDrive, and Teams, and provide basic mail flow support.
• Perform first-level troubleshooting for LAN, WAN, VPN, and wireless network issues; escalate hardware-level or configuration changes to the Manager.
• Administer and support the organization’s VoIP/softphone system across all locations, including user setup, call routing, and troubleshooting.
• Assist with monitoring and basic maintenance of IT tools, including antivirus, malware protection, and an email security gateway.
• Administer and configure the Zoho ServiceDesk Plus help desk portal, including workflows, categories, SLAs, technician and user accounts, and asset/CI records, in addition to managing day-to-day tickets, tasks, assets, and purchases within it.
• Create and maintain How-To documents, guidelines, and SOPs for supported systems and processes.
• Create and edit SharePoint pages and sites used to host IT documentation and end-user resources.
• Participate in larger IT team projects while also completing assigned individual tasks independently.
• Follow and document standard operating procedures for supported systems.
• Perform other duties as assigned.

Requirements

• Hands-on experience troubleshooting and maintaining Windows 10/11, laptops and desktops, and Microsoft 365 Office applications.
• Experience standardizing setups and instructing users according to internal trainings and processes.
• Experience with Microsoft 365 Admin Center tools, including Exchange Online, SharePoint, OneDrive, and Teams.
• Experience creating and editing SharePoint pages and sites; writing How-To documents, guidelines, and SOPs is a plus.
• Experience with Microsoft Intune (MDM) for device configuration, security, and administration.
• Exposure to SSO administration, Concur, and Adobe (Acrobat/Creative Cloud) is a plus.
• Experience with VoIP/softphone systems is a plus.
• Experience with camera/video security systems and door access or key fob systems is a plus.
• Experience administering a help desk/ITSM platform (Zoho ServiceDesk Plus or similar), including configuring workflows, SLAs, and accounts (not only working tickets) is a plus.
• Working knowledge of Power BI, Dynamics 365 Sales, and Business Central is a plus, but not required.
• Strong customer service orientation, organization, and time management skills.
• Ability to work independently and manage competing priorities.
• Strong written, verbal, communication, and interpersonal skills.
• BA/BS in Computer Science, Information Technology, or related field, or equivalent work experience.
• Minimum 3 years of hands-on IT support experience in a corporate, multi-location environment.
• Hands-on experience with Microsoft 365, including Office applications and basic Azure AD administration.
• Basic understanding of networking concepts and client/server technology.
• Exposure to Navision ERP, Dynamics CRM/Sales, Business Central, or similar business applications is a plus.
• Microsoft and/or CompTIA A+ certifications desired.

Technologies

• Windows 10, Windows 11
• Microsoft 365 Office applications; Microsoft 365 Admin Center
• Exchange Online, SharePoint, OneDrive, Teams
• Azure AD; Azure/AD hybrid environment
• Microsoft Intune; MDM
• VoIP; Zoho ServiceDesk Plus help desk portal
• LAN, WAN, VPN, wireless network
• Camera/video security systems; door sensor and key fob entry system
• Antivirus, malware protection, email security gateway
• Power BI; Dynamics 365; Business Central; Dynamics 365 Sales; Dynamics CRM/Sales
• Single Sign-On (SSO); Concur; Adobe (Acrobat/Creative Cloud)
• Navision ERP

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Location and Work Setup

• Windsor, CA (hybrid)
• Open to Windsor, CA or Larchmont, NY office, with support responsibilities across all sites and remote workers
• Work location: In person
• Ability to commute: Windsor, CA 95492 (Required)

Compensation and Schedule

• Pay: From $36.00 per hour
• Expected hours: 40.0 per week
• FLSA status: Non-Exempt
• Pay basis: USD 36 per hourly

Reporting Line

• Reports to: Manager, IT Infrastructure and Business Applications

Working Conditions

• Noise level usually quiet to moderate.
• Work may occasionally require walking to an adjacent warehouse with more noise, forklifts, and chemical exposure.
• May on occasion require weekend and/or evening work.
• Some travel may be required.

Physical Effort

• Ability to work in a constant state of alertness and in a safe manner.
• Frequently required to talk and hear; frequent operation of computer and other office equipment.
• Sit at a workstation for long periods; stand, walk, climb stairs, bend, lift, twist, pull, push, carry, grasp, reach, and stoop as needed.
• Occasionally lift and carry items up to 50 pounds.
• Ability to see details at close range (within a few feet).
• Ability to read and understand written information.
• Ability to apply general rules to specific problems.
• Ability to tell when something is wrong or likely to go wrong.
• Ability to listen and understand spoken sentences and information.
• Ability to combine pieces of information to form general rules or conclusions.