Helpdesk Technician (Tier I / Tier II Support)

Job description

Helpdesk Technician (Tier I / Tier II Support) Foresite is looking for a Helpdesk Technician to deliver Tier I and Tier 2 technical support to our team . You’ll work closely with our IT leadership team to ensure there are reliable, secure, and standardized day-to-day IT operations across the organization. This position serves as the primary onsite IT presence and plays a critical role in maintaining operational efficiency, device readiness, and user productivity. What You'll Do: In this role, you’ll take ownership of the execution of end-user support, device lifecycle management, onboarding and offboarding workflows, and physical IT office support. In addition, you’ll be responsible for maintaining high-quality user experience while ensuring systems, devices, and processes follow established IT and security standards. End-User Support & Technical Troubleshooting: Be the First Responder: 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. Own the Queue: Manage the ITSM ticket lifecycle from intake to resolution, ensuring all requests meet defined SLAs while maintaining meticulous...