Help Desk Specialist

VLS Environmental Solutions, LLC•El Cajon, CA

9d•Onsite

About The Position

The Help Desk Specialist is a foundational member of the Information Technology team, responsible for delivering reliable, consistent, and business-aligned technical support to end users. This role operates within a service-driven IT model, where responsiveness, accountability, and quality directly impact business operations. The Help Desk Specialist contributes to the stability, security, and usability of the IT environment by supporting users, maintaining system integrity, and reinforcing standardized processes.

Requirements

Associate’s degree or equivalent experience in IT or related field.
3 plus years of technical support experience.
Prior IT experience supporting industrial or environmental services operations such as waste management, rail, marine, logistics, or other field-based, multi-site industrial environments preferred.
Basic knowledge of Microsoft 365, Windows OS, and endpoint support.
Strong troubleshooting and problem-solving skills.
Clear communication and customer service mindset.
Ability to follow structured processes and documentation standards.
Bilingual in English and Spanish required.
Exposure to ITSM or help desk systems.
Basic understanding of IT security practices.
CompTIA A+, Microsoft certifications, or similar.
This role will require travel to Mexico as needed.
This role will also require travel to various locations throughout US as needed.
This role will require occasional weekend or evening work to provide support during non-business hours

Responsibilities

Provide timely and effective technical support to end users, ensuring consistent and professional service experience.
Maintain established service level expectations for response and resolution, contributing to overall IT service performance and user productivity.
Diagnose and resolve technical issues related to hardware, software, and user access.
Escalate complex or unresolved issues with clear documentation and context.
Accurately document all support activity in the help desk system.
Follow established procedures and contribute to a consistent and auditable support environment.
Assist users with system usage and troubleshooting.
Support onboarding and training efforts to improve user self-sufficiency.
Support enforcement of IT security policies and guide users on proper system usage.
Identify and escalate potential risks or suspicious activity.
Maintain accurate inventory of IT assets and device assignments.
Support device setup, refresh, and recovery processes.
Perform routine system checks, updates, and maintenance.
Ensure systems remain compliant with patching and configuration standards.
Work with external vendors to resolve hardware and software issues.
Ensure issues are tracked and resolved according to internal processes.
Other Duties as assigned