Job Title: IT Help Desk Technician/ Lead

Department: Information Technology

Reports To: IT Manager

Location: Shelton, CT

Position Summary:

The IT Help Desk Technician provides first-level technical support to Lex Products employees across all locations. This role assists users with hardware, software, and network troubleshooting, supports Microsoft 365 applications, and helps manage user accounts in Active Directory. The ideal candidate will demonstrate strong customer service skills, a desire to learn, and a commitment to maintaining a secure and efficient IT environment.

Key Responsibilities:

• Serve as the first point of contact for all IT-related inquiries and support requests via phone, email, or in person.

• Troubleshoot and resolve issues related to desktop and laptop computers, mobile devices, printers, and peripherals.

• Provide user support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.

• Create, manage, and maintain user accounts and security groups in Active Directory and Microsoft 365 Admin Center.

• Assist with new employee onboarding, including domain account creation, email setup, and workstation configuration.

• Document all incidents, troubleshooting steps, and resolutions in the help desk ticketing system.

• Support network connectivity issues, including LAN/WAN and Wi-Fi troubleshooting.

• Maintain IT inventory, including computers, accessories, and software licensing.

• Escalate complex issues to senior IT staff when necessary and follow up to ensure resolution.

• Adhere to Lex Products’ IT security policies and assist in maintaining system compliance and data protection.

• This job description outlines the primary responsibilities of the position but is not intended to be an exhaustive list of all duties. The employee may be required to perform additional responsibilities and special projects as assigned to support the evolving needs of the department and organization.

Qualifications:

Education & Experience:

• A degree in IT or a related field is a plus, but not required — equivalent hands-on experience is valued.

• 2+ years of experience in IT support or help desk operations preferred.

• CompTIA A+, Network+, or Microsoft certifications (MCP, MTA, or equivalent) a plus.

Technical Skills:

• Working knowledge of Windows 10/11 and Microsoft 365 administration

• Experience with Active Directory, file servers, user permissions, and routine server maintenance.

• Basic understanding of network fundamentals (TCP/IP, DHCP, DNS, Wi-Fi).

• Experience with help desk ticketing systems (e.g., Spiceworks, Jira, or ServiceNow) preferred.

• Ability to install, configure, and maintain common business applications and IT hardware.

Soft Skills:

• Excellent communication, interpersonal, and customer service skills.

• Strong attention to detail and organizational skills.

• Ability to manage multiple tasks and prioritize effectively.

• Eagerness to learn and grow within a collaborative IT team environment.

Working Conditions:

• Primarily on-site role at the Shelton, CT office, with occasional travel to other Lex Products locations as needed.

• May require occasional after-hours work for maintenance or system upgrades.

• Ability to lift and move computer equipment up to 40 lbs.

Lex is an EOE/AA Employer

Lex is a Drug Free Equal Opportunity Employer

Lex is a Federal Contractor

Lex Products

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