Junior Helpdesk Support Technician

Aquila is a B2B/B2G software company that invests in category-defining software companies globally. They are seeking a Junior Helpdesk Support Technician to monitor and respond to IT tickets, maintain internal systems, and provide frontline support for employees across departments.

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

• You have a technical background, and you may be seeking your first opportunity, or you may have previous experience in a helpdesk, IT support, or information systems role
• You are comfortable using and supporting software, hardware, and networking systems via remote or on-site access
• You are familiar with or can quickly come up to speed with the administrative aspects of setting up and troubleshooting Microsoft 365 and Azure (including virtual machines)
• You are professional, patient, and focused on providing high-quality service
• You communicate clearly with both technical and non-technical users and are eager to assist with care and urgency
• You are comfortable storing equipment at your remote location to prepare and ship to remote team members as needed
• You are committed to continuous learning, with a desire to stay up to date on tools, technologies, and best practices
• You are comfortable working independently, managing shifting priorities, and solving problems in real time

Company Overview