Helpdesk Support Specialist

Association Headquarters • Mt Laurel Township, NJ

3d • Hybrid

About The Position

Association Headquarters is seeking an IT Help Desk Support professional to provide technical assistance to end users and ensure smooth day-to-day IT operations. This role involves troubleshooting hardware and software issues, supporting user accounts, and delivering excellent customer service. The position requires the ability to work independently and as part of a team, with a preference for local candidates for onsite support. Success will be measured by meeting deadlines, proactively alerting supervisors to challenges, suggesting solutions, self-reviewing work, meeting Help Desk response times within SLA commitments, achieving high satisfaction in Help Desk surveys, and properly documenting and adhering to department life cycle management practices. The role also requires being on call and responding to emergency issues during off-hours.

Requirements

• 1-3 years of IT experience preferred.
• High school diploma required.
• Demonstrate ability to organize and respond to users and a ticketing system.
• Service Desk Support experience in Windows environments.
• Outstanding interpersonal and teamwork skills.
• Effective oral and written communication skills.
• A knack for problem solving.
• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.
• Ability to adhere to a schedule of customer appointments while adapting to dynamic customer requests.

Nice To Haves

• 2-5 years of IT Help Desk or technical support experience (preferred)
• Experience supporting both remote and onsite users
• Strong knowledge of Windows and/or macOS environments
• Hands-on experience with Microsoft 365 (Outlook, Teams, SharePoint) and/or Google Workspace
• Basic understanding of networking concepts (Wi-Fi, VPN, DNS, TCP/IP)
• Familiarity with endpoint security tools (e.g., antivirus, MFA, device management)
• Experience with ticketing systems (e.g., Jira, ServiceNow, Solarwinds)
• Strong problem-solving and time management skills
• Strong customer service mindset and ability to support non-technical users
• Local candidate preferred (for onsite support)
• Relevant certifications (A+, Network+, or similar) are a plus
• Bachelors or Associates degree preferred or commensurate experience.
• Mac environments are a plus.

Responsibilities

• Provide technical assistance to end users.
• Ensure smooth day-to-day IT operations.
• Troubleshoot hardware and software issues.
• Support user accounts.
• Deliver excellent customer service.
• Support both remote and onsite users.
• Organize and respond to users and a ticketing system.
• Respond to emergency issues during off hours (on call).
• Provide application support, in addition to infrastructure support.
• Perform migration/upgrading systems from legacy to newer workstations.

Benefits

• Hybrid / Flexible work schedules available
• Medical, Dental, and Vision
• Company paid basic life insurance, short-term, and long-term disability
• Voluntary Life Insurance - Employee Paid
• AFLAC available
• Paid Time Off (PTO) accrual and Paid holidays
• 401k retirement plan available
• On-site Fitness Center, open 24/7
• Gym reimbursement program
• Training and Development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED