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Utilitra · 18 hours ago

IT Helpdesk Technician I

Edwardsville, IL

Full-time

Onsite

Entry Level

$52K/yr - $62K/yr

2+ years exp

Utilitra is a company focused on providing IT support services, and they are seeking an IT Helpdesk Technician I to manage help desk operations and provide foundational IT support. This role involves initial problem assessments, documentation of solutions, and management of company mobile devices, acting as the first point of contact for IT-related issues.

ConstructionConsultingProfessional ServicesSecurity

Responsibilities

Serve as the first point of contact for IT support requests via phone, email, instant message, walk-ins, and the Help Desk ticketing system

Facilitate the Help Desk process from ticket creation to resolution, including assignment, follow-up, progress tracking, and closure, ensuring timely and effective support

Prioritize tickets based on urgency, impact, and service level expectations

Provide Tier One IT support for internal and external customers, troubleshooting and resolving issues for devices such as computers, smartphones, tablets, wireless hotspots, printers/copiers, and other related equipment

Document IT processes, solutions, and troubleshooting steps; create and maintain knowledgebase articles and user guides

Create, edit, and manage user accounts, permissions, memberships, and Active Directory (AD) profiles; ensure HR changes are reflected accurately in Adaxes

Manage physical security systems, including building access, gate control, camera systems, and door badge setup

Order, manage, and maintain the company's mobility device inventory (cell phones, tablets, hotspots), including service changes and moves; serve as departmental resource for mobility-related requests

Enroll and manage devices through Mobile Device Management (MDM) platforms

Track and ensure compliance with software licensing

Maintain an accurate inventory of technology hardware

Image, configure, and deploy laptops and other hardware for new and existing employees

Conduct IT orientations for new employees, including system access, equipment usage, cybersecurity policies, and IT best practices; serve as backup for orientations when needed

Facilitate IT purchasing under the direction of the Director of IT

Assist IT staff with document management and technology-related administrative tasks

Monitor and remediate vulnerabilities identified in Qualys

Use PDQ to deploy software updates and installations

Maintain and update contact information and configurations in Manage

Serve as the primary contact for Spreadsheet Server and QTrak software, including licensing and support

Participate in an on-call rotation to provide after-hours IT support

Cross-train in all facets of the Technology Division, preparing to fill in for anyone absent and grow in responsibility and scope over time

Qualification

CompTIA A+ certificationHelp Desk experienceMobile Device ManagementOffice applicationsIT terminology familiarityCustomer service skillsIndependent judgmentCommunication skills