IT Help Desk / Desktop Support Specialist
Position Overview:
We are seeking a motivated and customer-focused IT Help Desk / Desktop Support Specialist to join our team. This role is responsible for providing technical support to end users across the organization, ensuring timely resolution of issues and maintaining reliable IT operations. The ideal candidate is hands-on, detail-oriented, and thrives in a fast-paced, collaborative environment.
Responsibilities
- Provide technical support via phone, email, and ticketing system, delivering both onsite and remote assistance to end users.
- Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues in a timely manner; escalate when necessary to ensure effective resolution.
- Collaborate with helpdesk team members and external MSP partners to manage tickets, follow escalation processes, and support issue resolution.
- Deploy and provision end-user computers, including imaging, application installation, domain/Entra ID joining, security configuration, and functionality validation.
- Install, configure, and support desktops, laptops, mobile devices, printers, and peripherals (docks, monitors, scanners, badge readers, cameras, Wi-Fi devices).
- Assist with user account management and services, including Active Directory/Entra ID, Microsoft 365, email, and mobile device management (MDM).
- Support employee onboarding and offboarding processes, including account setup, access provisioning, device configuration, and decommissioning.
- Monitor and manage the service desk ticketing system, ensuring accurate documentation, timely updates, and proper resolution or escalation.
- Set up and verify connectivity for user workstations and troubleshoot network-related issues (Wi-Fi, VPN, DHCP/DNS, basic switching).
- Assist with asset management, including repurposing and redeploying existing equipment.
- Perform basic physical installation of IT equipment in office or production environments, including mounting, cabling, labeling, and patching according to standards.
- Maintain clear and accurate documentation, contribute to knowledge base resources, and keep supervisors and stakeholders informed of progress and status.
- Take ownership of assigned issues and tasks, ensuring follow-through to completion and clear communication with users and internal teams.
Requirements
- Minimum 2-4 years hands-on technical support experience supporting desktop, workstations, laptops, and mobile devices.
- Experience supporting users in Active Directory, Entra-ID, OKTA; exposure to virtualization.
- Hands-on experience with helpdesk ticketing systems; strong documentation habits.
- Working knowledge of Microsoft 365, Windows 10/11, and mobile platforms (iOS/Android); Mac OS support in mixed environments.
- Basic networking/server fundamentals desired.
- Assets management and MDM experience is an asset.
- Strong communication skills, customer-service mindset, organized, self-starter, and team-oriented.
About the Company:
Velo, Velo3D, Sapphire and Intelligent Fusion are registered trademarks of Velo3D, Inc. Without Compromise, Flow, Flow Developer, and Assure are trademarks of Velo3D, Inc.
With the only SupportFree laser powder bed fusion capability, we enable on-demand manufacturing of production quality Titanium, Inconel, and Aluminum parts with an unprecedented degree of design freedom and quality control. The VELO3D award-winning solution includes an integrated offering of hardware and software: Sapphire® metal AM production printer, Flow™ print preparation software, Assure™ quality assurance and control system, and an integrated manufacturing process that runs throughout the printing operation.
Our team enjoys excellent benefits including healthcare coverage and 401(K) employer contributions. We believe in transparency and recognizing exceptional efforts through our monthly all-hands meetings and team member appreciation awards.
Our job titles may span more than one career level. The starting base salary for this full-time position is between $87,000 and $105,000. This salary range reflects the minimum and maximum target for this position in the U.S. The actual base pay is dependent upon many factors, such as work experience, job-related skills, related education, work location, and market demands. The base pay range is subject to change and may be modified in the future. In addition to a competitive base salary and a comprehensive benefits package, this position may be eligible for other forms of compensation such as participation in a bonus and equity program, as applicable.
Velo3D provides equal employment opportunities to all employees and applicants for employment without regard to, and prohibits discrimination and harassment based on, race, color, religion, age, sex, national origin, disability, medical condition, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.