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-Have:

• 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 user
• Detail-oriented with a strong ability to follow and improve repeatable workflows
• Strong written and verbal English communication skills
• Availability to work 10:30am - 7:30pm EST

Nice to Have:

• Prior experience supporting remote contractors or non-technical users
• Certifications such as CompTIA A+, Google Workspace Admin, or Okta Certified Professional (not required, bonus)