Helpdesk Support

3 hours ago

Fort Wayne, Indiana, United States Accent Consulting Full time

We're looking for a
Desktop Administrator
who thrives in the
right seat
—someone who
gets it, wants it, and has the capacity to do it
. This role is responsible for delivering reliable, responsive, and professional end-user support while helping maintain the standards and systems that keep our clients productive.

This is a hands-on technical role for someone who enjoys solving problems, supporting people, and taking pride in doing things the right way—every time.

The Right Seat for This Role Looks Like…
You Get It

  • You understand that end-user experience matters just as much as technical accuracy
  • You know that clear communication, documentation, and follow-through are critical
  • You see how your work directly impacts client satisfaction and team success

You Want It

  • You genuinely enjoy helping people and fixing issues
  • You take ownership of tickets and don't let things fall through the cracks
  • You like working within clear processes while improving them over time

You Have the Capacity

  • You can manage multiple requests, priorities, and environments
  • You stay calm, organized, and professional—even under pressure
  • You can balance technical work with strong customer service

Core Responsibilities
End-User & Desktop Support

  • Provide Tier 1–2 desktop and end-user support (in-person and remote)
  • Troubleshoot hardware, software, and basic network issues
  • Set up, configure, and maintain desktops, laptops, and peripherals
  • Support Microsoft 365, email, and common business applications

Process, Documentation & Standards

  • Document issues, resolutions, and procedures clearly and consistently
  • Follow established processes and contribute ideas for improvement
  • Ensure devices and environments meet company and client standards

Client & Team Collaboration

  • Communicate clearly with users regarding issues, expectations, and timelines
  • Escalate issues appropriately while maintaining ownership
  • Work closely with other technical team members to ensure smooth handoffs

What Success Looks Like In This Role

  • Tickets are handled promptly, thoroughly, and professionally
  • End users feel supported, informed, and respected
  • Issues are documented clearly and resolved efficiently
  • Systems are stable, organized, and compliant with standards

What We're Looking For

  • Experience providing desktop or end-user IT support
  • Strong troubleshooting and customer service skills
  • Familiarity with Windows OS, Microsoft 365, and basic networking concepts
  • Excellent organization, communication, and time-management skills
  • A dependable, accountable, team-first mindset

Why This Role Matters
This role is a critical seat on our team. When the Desktop Administrator is in the right seat, it creates trust with our clients, reduces friction for the team, and allows the organization to run more smoothly.

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