Help Desk Specialist
About The Position
This is a great opportunity for a technology-focused professional who enjoys solving problems, helping others, and working with a broad range of technologies in a collaborative environment. In this role, you will serve as a key point of contact for employees seeking assistance with hardware, software, applications, networking, printers, remote access, and other day-to-day technology needs. You will work directly with users to diagnose and resolve technical issues, manage service requests from initial report through resolution, and collaborate with internal teams, external vendors, and technical specialists to address more complex issues. The ideal candidate will have strong problem-solving, communication, and interpersonal skills, along with patience, a customer-focused mindset, and the ability to work effectively as part of a team. A strong technical foundation and working knowledge of the hardware, software, applications, and networking systems supported by the organization are essential for success in this role.
Requirements
- Associates degree in Computer Science or related field
- 2-3 years’ experience
- Ability to independently resolve more complex issues requiring detailed systems and gain company-specific applications knowledge
- Ability to work logically under pressure, in a changing environment, and deal successfully with stressful situations
- Experience with Windows, Outlook, Remote Access support (i.e. VPN and Wireless), active directory administration, Microsoft office productivity tools, web-based applications, local and wide-area networks
Responsibilities
- Provides support to company personnel by maintaining a general working knowledge of all applications to provide support when needed.
- Provides support to employees for network/hardware issues, including resetting passwords, starting printers, etc.
- Accurately log incidents and service requests into IT Help Desk application.
- Owns, monitors, tracks, and communicates status on incidents and service requests to resolution and closure.
- Provides administration support for adding new users to systems and applications where applicable, including local inventory management and replacement hardware deployment.
- Regularly communicate with internal & external customers, troubleshoot, and resolve problems and/or inquiries received by the Technical Support Help Desk/Contact Center using designated tools and procedures.
- Interact with internal & external escalation resources to resolve complex tech issues
- Consult with other vendors/team members to mutually agree upon the best approach to resolving issues
- Acquire and maintain knowledge on newly purchased & existing supported desktop software, hardware, & systems
- Responsible for maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions, or process as it relates to products, environments, and related technologies.
- Assist with testing of new or upgraded PC software & hardware releases as requested
Benefits
- Health, Dental, Vision, Life and LTD insurance
- Paid Parental Leave
- 401k (with match)
- generous tuition reimbursement program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
