Junior Helpdesk Support Technician
Aquila is a company that invests in B2B/B2G software companies globally, acting as a thought-partner for their long-term success. They are seeking a Junior Helpdesk Support Technician to provide frontline support, troubleshoot IT issues, and maintain the smooth operation of internal systems while contributing to strategic IT projects.
Responsibilities
- Provide frontline support. You will respond to help desk tickets, diagnose issues, and resolve or escalate them as needed. You will use remote access tools to troubleshoot problems and walk users through solutions
- Support hardware and software. You will install, configure, and maintain workstations, peripherals, and business applications. You will provide basic training and support to end users on hardware and software usage. You will configure, package and ship equipment to employees
- Ensure secure infrastructure. You will help maintain and support corporate systems including domain controllers, file shares, email, and cloud-based environments. You will contribute to the implementation of secure IT practices and proactively flag potential risks
- Coordinate user lifecycle processes. You will manage new user onboarding, equipment shipping and setup, and offboarding processes. You will image and redeploy hardware, store returned equipment, and ensure accurate documentation throughout the process
- Collaborate and document. You will contribute to internal IT documentation and knowledge bases, helping to streamline support tasks and promote consistency across the team
Skills
- Technical background, with experience in helpdesk, IT support, or information systems role
- Comfortable using and supporting software, hardware, and networking systems via remote or on-site access
- Familiar with or can quickly learn the administrative aspects of setting up and troubleshooting Microsoft 365 and Azure (including virtual machines)
- Professional, patient, and focused on providing high-quality customer service
- Clear communication skills with both technical and non-technical users
- Eager to assist with care and urgency
- Comfortable storing equipment at remote location for shipping to remote team members
- Commitment to continuous learning and staying up to date on tools, technologies, and best practices
- Comfortable working independently and managing shifting priorities
- Ability to solve problems in real time
Company Overview