IT Help Desk Support Specialist

Novelty Inc. is a vertically integrated product development and distribution company serving major retailers across North America. Technology plays a critical role in supporting our warehouse, sales, customer service, and corporate operations. We are seeking a dependable, customer-focused IT professional who enjoys solving problems, supporting users, and helping improve our technology environment.

The IT Help Desk & Systems Support Specialist provides day-to-day technical support to employees while assisting with the administration, maintenance, and improvement of the company's IT infrastructure. This position is responsible for resolving user issues, supporting hardware and software, maintaining systems, and participating in IT projects that improve business operations.

This role is ideal for someone who enjoys helping people, troubleshooting technology, and continuously learning new systems.

• Serve as the first point of contact for employee technical support requests.
• Troubleshoot and resolve hardware, software, printer, and network issues.
• Install, configure, and maintain Windows computers, laptops, mobile devices, and peripherals.
• Set up new employee workstations, user accounts, and equipment.
• Support Microsoft 365 applications, including Outlook, Teams, Excel, Word, and OneDrive.
• Document support requests and resolutions.

• Assist with Active Directory user management and permissions.
• Maintain user accounts, passwords, and security groups.
• Assist with software deployment and updates.
• Monitor system performance and report issues proactively.
• Support backups and disaster recovery procedures.
• Help maintain network devices, wireless access points, and shared printers.

• Maintain inventory of IT equipment and software licenses.
• Coordinate repairs and warranty service for hardware.
• Assist with workstation imaging and deployment.
• Support conference room technology and audiovisual equipment.
• Help maintain company phone systems and mobile devices.

• Associate degree in Information Technology or related field (or equivalent experience)
• 2+ years of Help Desk or IT Support experience
• Strong knowledge of:
  • Windows operating systems
  • Microsoft 365
  • PC hardware and troubleshooting
  • Printers and peripheral devices
  • Basic networking concepts (TCP/IP, Wi-Fi, VPN)
• Excellent customer service and communication skills
• Strong organizational and problem-solving abilities

• Experience with Active Directory
• Experience with Microsoft Entra ID (Azure AD)
• Experience supporting ERP or CRM systems
• Knowledge of cybersecurity best practices
• Experience with virtualization technologies
• CompTIA A+, Network+, or Microsoft certifications