IT Help Desk Engineer

About the role

We are seeking an IT Help Desk Engineer to provide first‑line technical support and ensure the smooth operation of day‑to‑day IT needs across ACS. The role focuses on troubleshooting issues, resolving tickets, onboarding new employees, and maintaining systems, allowing IT leadership to concentrate on compliance, infrastructure, and long‑term security initiatives.

Key responsibilities

• Serve as the first point of contact for IT support, troubleshooting hardware, software, and networking issues.
• Assist and manage the onboarding process for new users.
• Manage and track IT help desk tickets, escalating when necessary to meet SLAs.
• Configure laptops, install software, and support new employee onboarding.
• Perform routine system maintenance to keep devices secure and up to date.
• Assist in documentation efforts, keeping system logs and IT records current.
• Work with vendors to gather technical and compliance documentation.
• Support compliance‑related initiatives, including CMMC Level 2 and ITAR, by maintaining operational standards.
• Communicate effectively with employees, providing timely updates on their IT issues.

Required profile

• 2+ years of IT help desk, technical support, or related experience.
• Strong troubleshooting skills across hardware, software, and networking.
• Experience with Windows and macOS environments (Linux a plus).
• Familiarity with IT ticketing systems and support workflows.
• Strong communication skills and a customer‑first mindset.
• Ability to prioritize and manage multiple tasks in a fast‑moving environment.

Required skills

• Windows
• macOS
• Linux
• IT ticketing systems