Job Description
Job Description
Eastport was built on the belief that independent agencies don't need to sacrifice their identity to scale. We bring together entrepreneurial agencies that maintain their unique cultures, expertise, and ways of working while benefiting from the strength of a collaborative network. By protecting independence and eliminating unnecessary bureaucracy, we enable our agencies to stay agile, innovative, and relentlessly focused on client success.
About the Role
We're looking for a Helpdesk Administrator who genuinely likes solving problems and making people's day easier. You'll be the first point of contact when something breaks — laptop won't boot, Wi-Fi's down, someone's locked out of Teams five minutes before a client call. You'll fix it, document it, and spot patterns so it doesn't keep happening.
You'll support end users across MMG, 9Rooftops, and multiple office locations, mostly over Teams and email with regular in-person support too. This isn't a script-reading, ticket-closing job — we want someone who thinks about the “why” behind recurring issues and isn't afraid to suggest a better way of doing things. Issues beyond first-line scope are escalated to our Infrastructure & Operations team, so you're never on your own with the hard stuff. There's real room to grow here as you build your skills.
What You’ll Do
END-USER SUPPORT
- Be the first line of support for end users across Windows and macOS at multiple agency offices — troubleshoot, resolve, and follow up.
- Communicate primarily over Teams and email, with regular in-person support at the office.
- Manage day-to-day tickets in our helpdesk system, keeping response times and documentation tight.
- Support Microsoft 365 / Entra ID, Teams, VPN, and core network connectivity (Wi-Fi, TCP/IP basics).
DEVICES, NETWORK & SECURITY
- Utilize MDM and RMM tools to support and manage end-user devices.
- Identify basic Wi-Fi and network hardware issues and escalate to Infrastructure & Operations when needed.
- Flag security concerns — phishing attempts, odd login activity, unpatched devices — and follow up appropriately.
- Work occasional after-hours windows for changes, installs, or vendor-coordinated work.
IMPROVEMENT & COLLABORATION
- Spot inefficiencies and pitch better ways of doing things — we actually want to hear it.
- Partner with the broader IT team so nobody's working blind on ongoing projects.
- Travel occasionally to other office locations as needed.
What You Bring
REQUIRED
- Associate degree, relevant certifications, or equivalent hands-on experience.
- 1–2 years in a help desk, desktop support, or similar hands-on IT role.
- Real comfort with Windows and macOS, plus common business tools (M365, Teams, VPN).
- Working knowledge of virtualization software and basic networking concepts.
- A ticketing-system habit — you document as you go, not after the fact.
- Clear, professional communication with both technical and non-technical people.
- Self-direction — you don't need someone hovering to stay productive.
- Physically able to lift/move up to 75 lbs, mount displays, and climb ladders — this can be a physical job.
- Able to travel overnight to other offices occasionally.
- Reliable, punctual, and comfortable following established IT policies and procedures.
PREFERRED
- CompTIA A+ or Network+ certification.
- Exposure to ITIL fundamentals or a formal ticketing/SLA framework.
- Basic scripting or automation experience (PowerShell, etc.) to knock out repetitive tasks.
- Familiarity with cloud identity platforms (Entra ID) beyond basic user admin.
Employment Notices
Equal Employment Opportunity. Eastport Holdings is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants and do not discriminate based on any characteristic protected by applicable federal, state, or local law.
Reasonable Accommodation. Eastport Holdings provides reasonable accommodations to qualified individuals with disabilities, and for pregnancy, religious beliefs, and other needs as required by law, throughout the application, interview, and hiring process and during employment. To request an accommodation, contact HR.
At-Will Employment. Employment with Eastport Holdings is at-will, meaning that either the employee or the company may end the employment relationship at any time, with or without cause or advance notice, subject to applicable law. Nothing in this job description creates a contract of employment or a guarantee of employment for any specific length of time.
Scope of This Job Description. This job description is intended to describe the general nature and level of work performed in this role. It is not an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may change at any time, with or without notice, based on business needs, and the employee may be asked to perform other related duties as assigned.