Help Desk Specialist

PHI Aviation•Houma, LA

1d•Onsite

About The Position

Under the direction of the Infrastructure and Security Manager, the Help Desk Specialist provides technical support and assistance to our internal users. As the first point of contact for IT-related issues, the employee will troubleshoot hardware, software, and network problems, ensuring minimal disruption to day-to-day business operations. This role is ideal for someone with a strong foundational understanding of IT systems, excellent communication skills, and a passion for solving problems.

Requirements

Associate degree or at least 2 years of college preferred
3+ years of hands-on experience in an IT helpdesk or technical support role
Basic understanding of operating systems (Windows, macOS, Linux) and common software applications
Familiarity with networking concepts and hardware troubleshooting
Demonstrated patience and overall courteous behavior when working with internal and external customers
Excellent communication skills (written and verbal) and the ability to understand the customer’s needs and communicate technical issues in non-technical terms
Demonstrated ability to work independently and must be self-motivated and goal oriented
Superior organizational and time management skills
Ability to multitask and appropriately handle/escalate tasks with conflicting priorities
Possesses a passion for teamwork and problem solving

Responsibilities

Serve as the first point of contact for customers seeking technical assistance
Analyze and identify LAN and PC-based problems to determine whether they are software, hardware, procedural, or a combination of these factors. This includes thoroughly investigating alternatives and documents prior to implementing corrective actions to provide the best possible solution.
Ability to communicate effectively to assist customers in fixed issues and feel satisfied with the experience
Troubleshoot and repair desktop & laptop computers to ensure they interconnect seamlessly with multiple systems including network drives, LAN/WAN and all business productivity applications
Respond to requests seeking assistance installing, modifying, or repairing computer hardware and software issues
On a regular basis, install new hardware/software, configure, and roll out new systems, and provide customer support and necessary one-on-one training/instruction
Ask educated questions and listen to customers to determine the root cause of the problem
Access software updates, drivers, knowledge bases, and FAQ’s resources on the internet to assist with customer issues
Establish and maintain a positive professional relationship with IT technicians/specialists, customers, and clients
Follow up with customers to ensure issues have been resolved to their satisfaction
Logging all work completed into our helpdesk ticking system
Additional duties as assigned