IT Helpdesk Technician

LaunchTN; United States; Hybrid; USD 48,000 - 65,000; Full time

Benefits offered by this job

Remote/hybrid environment

Competitive salaries

401k

Flexible PTO

Company-sponsored lunches

Disability and life insurance

Family and medical leave

Medical, dental, and vision insurance

Pet insurance discount

FSA/DCA and commuter benefits

Wellness subscription to digital фит

Recovery suite at HQ

Job summary

Prompt Therapy Solutions, Inc is seeking an IT Helpdesk Technician to join our growing IT team. You will provide friendly support to employees via tickets, chat, and other channels, troubleshoot macOS and Windows, and help onboard/offboard staff.

The role covers device provisioning, SaaS apps like Google Workspace, Microsoft 365, Slack, Zoom, and collaborating with Systems Admins to resolve issues. We value ownership, documentation, and a patient, service-oriented approach.

Qualifications

• Experience in a helpdesk or desktop support role.
• Hands-on troubleshooting with macOS and Windows.
• Experience supporting common workplace SaaS applications.
• Clear written and verbal communication, especially with non-technical staff.
• Strong organization and follow-through; good documentation habits.

Responsibilities

• Provide friendly, responsive technical support via tickets, chat, and other channels.
• Troubleshoot and resolve hardware, software, accounts, access, and SaaS issues.
• Support both macOS and Windows devices.
• Provision, configure, troubleshoot, and refresh employee devices.
• Assist with onboarding/offboarding tasks.
• Work with Google Workspace, Microsoft 365, Slack, Zoom, and other SaaS tools.
• Maintain IT asset and device records.
• Take ownership from initial troubleshooting to resolution or escalation.
• Document solutions for the internal knowledge base.
• Identify recurring issues and help improve support processes.
• Collaborate with Systems Administrators for deeper infrastructure needs.

Skills

Helpdesk experience

macOS support

Windows support

SaaS apps support

Troubleshooting

Communication

Documentation

Independent worker

Customer service mindset

Onboarding/offboarding basics

Tools

Google Workspace

Microsoft 365

Kandji

Intune

Apple Business Manager

Slack

Zoom

Endpoint security tools

Knowledge management systems

Job description

Job Title: IT Helpdesk Technician

About the Role

We’re looking for a Helpdesk Technician to join our growing IT team and help provide a great technology experience for our employees.

This is a hands‑on support role for someone who enjoys troubleshooting, helping people, and taking ownership of problems through resolution. You’ll work across employee support, laptops and devices, SaaS applications, onboarding and offboarding, and general IT operations.

We’re a relatively small IT team, so this isn’t a role where you’ll spend all day resetting passwords or following scripts. You’ll have the opportunity to work across a variety of technologies, learn how our environment operates, and gradually take ownership of more areas as you grow.

What You’ll Do

• Provide friendly and responsive technical support to employees through tickets, chat, and other support channels

• Troubleshoot and resolve hardware, software, account, access, and SaaS‑related issues

• Support both macOS and Windows devices

• Help provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment

• Support employee onboarding and offboarding, including device and account‑related tasks

• Assist with commonly used business applications such as Google Workspace, Microsoft 365, Slack, Zoom, and other SaaS platforms

• Help maintain accurate IT asset and device records

• Take ownership of support requests from initial troubleshooting through resolution or escalation

• Document solutions and contribute to our internal knowledge base

• Identify recurring issues and opportunities to improve our support processes

• Work closely with Systems Administrators when issues require deeper infrastructure, networking, identity, or systems expertise

• Follow established IT and security procedures while handling employee accounts, devices, and company information

What We’re Looking For

• Previous experience in a helpdesk, desktop support, IT support, or similar technical support role

• Hands‑on troubleshooting experience with macOS and Windows

• Experience supporting common workplace SaaS applications

• Strong troubleshooting skills and a willingness to dig into problems rather than immediately escalating them

• Clear written and verbal communication skills, especially when working with non‑technical employees

• Strong organization and follow‑through

• Comfort documenting technical solutions and processes

• Ability to work independently while knowing when to ask for help or elevate an issue

• A patient, approachable, and service‑oriented attitude

Nice to Have

You don’t need to check every box, but experience in any of the following would be helpful:

• Apple/macOS administration or support

• Mobile Device Management (MDM) platforms such as Microsoft Intune, Kandji, or similar tools

• Apple Business Manager

• IT asset management and hardware lifecycle processes

• Google Workspace or Microsoft 365 administration

• Identity and access concepts such as MFA, account provisioning, SSO, and password managers

• Supporting employees in a remote environment

• Working in healthcare, regulated industries, or other environments where security and privacy are especially important

• Experience working on a small IT team where technicians have broad responsibilities

What Success Looks Like

During your first few months, we’ll focus on helping you learn our environment, tools, processes, and employees.

Within your first 30 days, you should be getting comfortable with our support processes and handling common helpdesk requests with guidance from the team.

Within 60 days, you should be independently handling a meaningful portion of employee support requests, assisting with device provisioning and hardware workflows, and contributing to our documentation.

By 90 days, our goal is for you to be a trusted and largely independent member of the helpdesk team who can confidently own routine support issues from start to finish and provide reliable coverage across our core helpdesk operations.

Tools You’ll Work With

Our environment includes tools and platforms such as:

• Help Scout

• Google Workspace

• Microsoft 365

• Kandji and Microsoft Intune

• Apple Business Manager

• Slack

• Zoom

• Endpoint security and remote support tools

• Internal documentation and knowledge management platforms

Experience with every tool isn’t required. We care more about strong troubleshooting fundamentals and your ability to learn new systems.

Who Will Do Well in This Role

You’ll probably enjoy this role if you like solving problems, helping people, and being the person others can rely on when technology isn’t working.

You should be comfortable moving between different types of work throughout the day. One ticket might involve troubleshooting a Mac, another might involve helping someone regain access to an application, and the next could involve preparing equipment for a new employee.

We’re looking for someone who doesn’t just want to close tickets. We want someone who takes ownership, communicates well, documents what they learn, and looks for ways to make the support experience better the next time around.

This role is primarily focused on end‑user IT support and helpdesk operations. While you’ll work alongside team members responsible for systems, infrastructure, security, and automation, we’re looking for someone who wants to build a strong foundation in IT support rather than immediately move away from the helpdesk.

Perks - What you can expect:

• Competitive salaries

• Remote/hybrid environment

• Potential equity compensation for outstanding performance

• Flexible PTO

• Company‑wide sponsored lunches

• Company paid disability and life insurance benefits

• Company paid family and medical leave

• Medical, dental, and vision insurance benefits

• Discounted pet insurance

• FSA/DCA and commuter benefits

• 401k

• Complimentary subscription to digital fitness classes and wellness content

• Recovery suite at HQ – includes a cold plunge, sauna, and shower

Here at Prompt, we are committed to fostering a fair and respectful work environment. As part of this commitment, it is our policy not to hire individuals from Prompt Customers unless they have obtained their current employer's explicit consent. We believe in upholding strong professional relationships and respecting the agreements and commitments our customers have with their employees. We appreciate your understanding and cooperation regarding this policy. Please don't hesitate to inquire with our team.

Prompt Therapy Solutions, Inc is an equal opportunity employer, indiscriminate of race, color, religion, ethnicity, ancestry, national origin, sex, gender, gender identity, sexual orientation, age, marital status, veteran status, disability, medical condition, or any other protected characteristic. We celebrate diversity and are committed to creating an inclusive environment for all employees

Prompt Therapy Solutions, Inc is an E-Verify Employer.