Hybrid Helpdesk Technician – Tier I / Tier II Support

at Foresite Cybersecurity

• Job title: Helpdesk Technician – Tier I / Tier II Support
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: ITSM, MacOS, SCSS
• Location requirements: Hybrid, Overland Park, United States

About the role

• Helpdesk Technician providing Tier I and Tier II technical support at Foresite. Ensuring operational efficiency, device readiness, and user productivity throughout the organization.

Responsibilities

• Act as the primary point of contact for Tier 1 and Tier 2 support, resolving hardware, software, and network issues with a focus on empathy and efficiency.
• Manage the ITSM ticket lifecycle from intake to resolution, ensuring all requests meet defined SLAs while maintaining meticulous documentation.
• Troubleshoot a diverse tech stack including Windows/macOS, mobile devices, network connectivity, and peripherals (printers/conference room AV).
• Provide seamless support whether the user is sitting right next to you or working across the country.
• Execute standardized onboarding workflows, provisioning accounts, assigning role-based permissions, and deploying hardware to give new hires a world-class start.
• Manage the offboarding process with precision—deactivating accounts, recovering assets, and ensuring data security protocols are strictly followed.

Requirements

• 1-3 years of experience in IT Support, Helpdesk or Technical Support
• Strong troubleshooting and diagnostic skills
• Experience supporting Windows, macOS, and mobile devices
• Familiarity with SasS-based IT environments
• Strong "customer-first" mindset with the ability to provide status updates that are proactive, transparent, and jargon-free.
• Strong time-management skills with the ability to prioritize tasks based on their potential impact on business continuity and department-wide productivity.
• Comfortable providing one-on-one "desk-side" coaching to employees on new software or hardware.
• Ability to work in-office at least 3 days per week and as needed.

Benefits

• Robust medical insurance options to keep you and your family healthy.
• We fully provide employer-paid Dental coverage, as well as Short-Term (STD) and Long-Term Disability (LTD).
• You’ll start with 3 weeks of paid vacation, plus additional sick leave and paid company holidays to ensure you have time to recharge.
• Access to world-class training and mentorship.
• Help protect global clients using the latest AI-enhanced security tools and GCP native technologies.