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Headsbase · 15 hours ago

Helpdesk Associate

Ocean County, NJ

Full-time

Onsite

New Grad, Entry Level

Headsbase is seeking a Helpdesk Associate to join their frontline support teams. The ideal candidate will assist with resolving client issues over the phone, manage Helpdesk tickets, and support onboarding tasks, all while working closely with senior engineers. This role is designed for individuals at the beginning of their IT careers, offering mentorship and a clear path for advancement.

Management Consulting

No H1B

Responsibilities

Respond to and resolve support tickets (email, connectivity, login issues, password resets, and printer issues)

Follow documented SOPs and escalation procedures

Assist with user setup, password resets, and basic Microsoft 365 support

Perform workstation prep, software installs, and peripheral configuration

Document ticket resolutions and client interactions clearly

Communicate status updates to clients and internal teams

Support onboarding tasks such as account provisioning and device labeling

Escalate complex issues to Engineer Tier 2/3 engineers as needed

Qualification

Microsoft 365Windows 10/11 ProIT Helpdesk toolsBasic networking conceptsProactive problem-solvingWritten communicationVerbal communicationDetail-orientedCustomer-first mindset

Required

Experience in any IT environment. Preferably in a support or helpdesk role with emphasis on working at a Managed Service Provider (MSP) – but not a requirement. Any IT experience will qualify

Familiarity with Microsoft 365, Windows 10/11 Pro, and basic networking concepts

Strong written skills required and verbal communication skills a must

Ability to follow procedures and work within a ticketing system

Detail-oriented and reliable with a customer-first mindset

Ability to work in the United States without sponsorship now or in the future

Must be proactive in offering solutions to problems