Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership. Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win. We are looking to hire a new Helpdesk Technician who will be responsible for providing onsite and remote technical support to Bounteous Team members in an efficient and accurate manner. The helpdesk is the front line and is responsible for solving basic technical problems. The Help Desk's objective is to quickly identify a team member's issue and resolve basic desktop issues with that person. Strong level 2 candidates will have an opportunity to gain experience in Level 3 support which includes deploying and administrating SAAS application along with various Network administrative duties. Qualified candidates will be willing to manage vendor relationships for procuring laptops, their accessory hardware and any installed software. Some experience is required to diagnose and resolve package or application problems. The respective team member will assist the helpdesk with SaaS or internal applications to keep Bounteous' teams operating efficiently. Role and Responsibilities Support, monitor, test, and troubleshoot hardware and software problems related to the Bounteous Apple & Windows laptop fleet Set up equipment for employee use, performing or ensuring proper installation of laptops, operating systems, or appropriate software.(Maintain and provision desktops, laptops, tablets, mobile devices, printers, projectors, audio/visual equipment, and other office equipment, as required) Performs account management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets). Assisting the Talent and Culture team with onboarding new team members on their first day, providing access to products and services, and answering any first-day IT concerns Assist with full Device lifecycle including purchasing, deployment and decommissioning, recycling/selling of discarded devices Assisting in level 1 or purchasing tickets open by team members Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team when assistance is needed Use the ticketing tool system(Solarwinds Samanage) to maintain incidents and requests through the complete ticket life cycle Preferred Qualifications BE/B.Sc in Computer Science and or equivalent experience(Preferred, not required: Associate s (or equivalent) degree in Computer Science or Information Technology from a technical school) 1+ years of experience on IT hardware, software and OS installation, troubleshooting, user administration 1+ years of experience hands-on Office 365 user administration Push and install workstation and third-party patches Limited hands-on Active Directory administration: file and share permissions, user administration: password & MFA resets Experience with improving systems performance by recommending, and implementing hardware updates including firmware changes and break/fix Perform trouble call resolution, diagnosis of complex problems, user support follow-up, and Technician interaction with other IT employees, Team members, and outside vendors Develop test specifications and create support documentation as appropriate for all hardware resources in line with Bounteous processes. Support remote users via VPN technologies Require minimal supervision and provide oversight for assigned projects English Fluency to engage with U.S. customers and read, write, and understand technical documentation. Effectively manage all Assets via an asset management tool Willing to work on shifts May require lifting or carrying desktop computers up to 25Kg Experience with software as a service (SaaS) and other software hosting protocols Current knowledge of the following Software Products from License Administrator role: Adobe Creative Cloud Microsoft 365 Opensource software / tools Apple Mac support experience Kandji deployment experience Experience deploying packages in Microsoft Endpoint management (Intune) or third-party RMM tools. We invite you to subscribe to our monthly and quarterly newsletters to stay up to date with the latest job openings as well as resources and tips for job seekers here. Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you're missing some of the above), we encourage you to apply. Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law. In addition, you have the opportunity to participate in several Team Member Networks, sometimes referred to as employee resource groups (ERGs), that host space with individuals with shared identities, interests, and passions. Our Team Member Networks celebrate communities of color, life as a working parent or caregiver, the 2SLGBTQIA+ community, wellbeing, and more. Regardless of your respective identity, there are various avenues we involve team members in the Bounteous community. Bounteous is willing to sponsor eligible candidates for employment visas.