Role Overview
As an IT Helpdesk Engineer I, you will play a central role in enabling employee productivity by managing the full lifecycle of technology support. From day one of onboarding to offboarding, you’ll ensure seamless access to systems, proper device setup, and secure deprovisioning of resources. You'll act as the internal escalation point for technical challenges not resolved by our external Managed Service Provider, bridging internal needs with external support.
Key Responsibilities
- Oversee all technology aspects of employee onboarding, including provisioning user accounts in Okta SSO and setting up company-issued devices
- Guide new hires through initial IT setup and basic orientation to internal tools
- Manage offboarding procedures, ensuring timely deactivation of system access and secure return of hardware
- Wipe and reimage returned devices for reuse or disposal, maintaining data security
- Coordinate shipping logistics for equipment across multiple locations in partnership with a third-party vendor
- Maintain accurate records in the IT asset management system, tracking assignments, status, and lifecycle stages
- Conduct regular audits to verify inventory accuracy and support procurement planning
- Respond to internal technical escalations, providing hands-on support for hardware, software, and network issues
- Collaborate with the Managed Service Provider by sharing runbooks, reviewing performance, and identifying recurring problems
- Perform basic local network troubleshooting, such as verifying connections and restarting infrastructure devices
- Document processes, update knowledge base articles, and recommend automation opportunities to improve efficiency
Qualifications
You should have 2–4 years of experience in desktop or help desk support, with demonstrated success in onboarding and offboarding workflows. Proficiency with both Windows and macOS environments is required, along with hands-on experience in Google Workspace and O365 administration, including user and group management.
Experience with ticketing platforms such as Zendesk or Jira Service Management is essential, as is familiarity with asset tracking systems. You must have a working knowledge of networking fundamentals—TCP/IP, Wi-Fi, and VPNs—and be comfortable troubleshooting common software applications like Microsoft Office, browsers, and collaboration tools.
Strong organizational skills, attention to detail, and the ability to manage multiple tasks are critical. You should also demonstrate excellent communication skills and a patient, service-oriented approach when working with employees at all levels.
An Associate's degree in Information Technology or a related field is preferred, or equivalent real-world experience. Certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate are a plus, as is prior experience coordinating with MSPs.
Work Environment
This role operates in a hybrid model, requiring a minimum of two days per week at the Concordia, Missouri office. Other team locations include Columbus, Ohio; Columbia, Missouri; and Forreston, Illinois. The position supports a remote-first culture with comprehensive home office support, including equipment and internet stipends.
Compensation & Benefits
- Above-market salary with pay equity and transparency
- Employee stock options
- 401k with company matching
- Medical, vision, and dental coverage
- Flexible time-off policy (“YouTime”)
- $1,000 vacation stipend after one year
- Support for home workspace setup and ongoing remote work needs
Our Commitment
Branch is an Equal Employment Opportunity employer. We welcome applicants of all backgrounds and identities, and we do not discriminate based on age, race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, veteran status, disability, genetics, or any other protected characteristic. Our culture emphasizes mutual support, data-driven decision-making, and fairness in compensation and advancement.
