IT Helpdesk

Byrider; Carmel (IN); Hybrid; USD 40,000 - 52,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Byrider seeks an IT Helpdesk Associate to join the Information Technology team. You will be the first point of contact for end users, troubleshoot issues, and provide technology support across the organization.

The ideal candidate communicates well, enjoys problem-solving, and delivers excellent customer service in a fast-paced environment. Hybrid work and opportunities to learn diverse business technologies are offered.

Qualifications

• Strong communication and customer service skills required.
• Ability to work independently and within a team.
• Willingness to learn new technologies and adapt to changing priorities.

Responsibilities

• Provide first-level technical support for phone, email, and tickets.
• Troubleshoot hardware, software, browser, and basic network issues.
• Escalate complex issues to IT team members as needed.
• Maintain ticket documentation and resolution notes.
• Create and update technical and end-user docs.
• Communicate professionally with employees and leadership.
• Support users in remote and in-office environments.
• Learn and support internal business systems and technologies.
• Meet SLA targets for response and resolution times.
• Collaborate to improve support processes and documentation.

Skills

Strong verbal and written comms

Excellent customer service

Interpersonal skills

Independent and team collaboration

Adaptability to learn new technologies

Attention to detail

Organizational skills

Proactive mindset

Calm and professional under pressure

Education

Associate degree in Computer Science, Information Technology, or related field

Equivalent work experience considered

CompTIA A+ certification preferred

Tools

Active Directory user management

Google Workspace administration

Basic network troubleshooting

Basic hardware and software troubleshooting

Jira Service Management or similar

Browser troubleshooting (Edge, Chrome)

Job description

About the Role

We are seeking a customer-focused and motivated IT Helpdesk associate to join our Information Technology team. In this role, you will serve as the first point of contact for technical support requests, assisting end users with troubleshooting, issue resolution, and technology support across the organization.

The ideal candidate is a strong communicator who enjoys problem-solving, works well in a fast-paced environment, and is passionate about delivering excellent customer service. This position offers the opportunity to learn a variety of business technologies while working closely with an experienced IT team.

Schedule

This position follows a rotating Monday through Friday schedule, including:

8:00 a.m. – 5:00 p.m.

9:00 a.m. – 6:00 p.m.

Participation in an on-call rotation is required and includes evenings/nights and Saturdays.

Responsibilities

• Provide first-level technical support for phone, email, and ticketing requests
• Troubleshoot hardware, software, browser, and basic network issues
• Escalate complex technical issues to appropriate IT team members
• Maintain accurate ticket documentation and resolution notes
• Create and update technical and end-user documentation
• Communicate professionally with employees and leadership across the organization
• Support users in both remote and in-office environments
• Learn and support various internal business systems and technologies
• Meet service level agreement (SLA) expectations for response and resolution times
• Collaborate with team members to continuously improve support processes and
• documentation

Qualifications

Preferred Technical Experience

• Active Directory user management
• Google Workspace administration
• Basic network troubleshooting
• Basic hardware and software troubleshooting
• Experience with Jira Service Management or similar ticketing systems
• Browser troubleshooting experience (Microsoft Edge and Google Chrome)

Preferred Education & Certifications

• Associate degree in Computer Science, Information Technology, or related field preferred
• Equivalent work experience considered
• CompTIA A+ certification preferred

What We’re Looking For

• Strong verbal and written communication skills
• Excellent customer service and interpersonal skills
• Ability to work independently and collaboratively within a team
• Adaptability and willingness to learn new technologies
• Strong attention to detail and organizational skills
• Dependable work ethic with a proactive mindset
• Ability to remain calm and professional while solving technical issues

Why Join Us?

• Collaborative and supportive IT team environment
• Opportunity to grow technical skills and business knowledge
• Exposure to a variety of technologies and systems
• Hybrid work environment
• Stable full-time opportunity with career growth potential