Information Technology Help Desk Specialist
About The Position
The Information Technology Help Desk Specialist provides efficient, accurate technical support to end users and serves as the primary point of contact for resolving basic technical issues. The role travels with the team several times a year to onboard new locations by setting up computer and network equipment, and honors the company’s service level agreements. The specialist evaluates, prioritizes, documents, troubleshoots, resolves, and escalates help desk inquiries; monitors systems and software; maintains user and asset records; supports employee training and equipment setup; and assists with deploying hardware and installing computers, software, and other equipment at new sites. The role works with the IT team on continued skill development and builds professional relationships with team members and vendors through customer-focused communication.
Requirements
- Bachelor’s degree in computer science or information technology, or equivalent experience.
- Proven working experience providing help desk support to non-technical users.
- Intermediate working knowledge of MS Server 2019/2022/2025.
- Advanced working knowledge of the Windows 11 operating system.
- Intermediate working knowledge of Office Applications for O365 and Active Directory services.
- Intermediate knowledge of TCP/IP, DHCP, and DNS.
- Proficiency with iOS and Android mobile operating systems.
- Proficiency in English.
- Excellent written and verbal communication skills.
- Working knowledge of help desk management software and remote access applications.
- Advanced troubleshooting, analytical thinking, and multitasking skills.
- Experience provisioning and configuring Windows computers for a domain environment.
- Experience setting up IT infrastructure in a physical location, including cable management, workstation setup, and ensuring network connectivity.
- Intermediate knowledge of configuring managed switches.
- Strong organizational skills for maintaining computer inventory and stocking supplies.
- Ability to work in a fast-paced, action-oriented environment.
- Ability to travel up to 10% of the time.
Nice To Haves
- Professional IT certification credentials are encouraged.
Responsibilities
- Model the company’s mission and values.
- Provide first-level IT support by evaluating, prioritizing, and managing help desk inquiries.
- Identify, research, diagnose, and troubleshoot issues and provide solutions.
- Respond in a timely manner to system, equipment, or service issues.
- Record, document, follow up on, and close help desk inquiries.
- Track and route inquiries, escalating unresolved issues to the next level of support.
- Monitor systems and software to identify issues proactively, resolve them, and help prevent recurrence.
- Identify and recommend process and procedure improvements related to software, hardware, or other technical enhancements.
- Update and maintain databases for users, customers, vendors, and other parties, ensuring data integrity and accuracy.
- Assist in training current users and new team members on software and IT processes.
- Maintain an accurate hardware inventory, including stocking, organizing, documenting, and obtaining user agreements for hardware and other assets.
- Set up equipment for new team members according to position requirements.
- Assist the IT team with setting up and installing computers, software, and other equipment for new sites.
- Receive and deploy hardware, including stocking, imaging, configuring, and delivering desktops, laptops, and peripherals.
- Continue developing knowledge and skills related to market trends and internal processes and procedures.
- Work with the IT team on ongoing skill development and learning opportunities.
- Build professional relationships with team members and vendors by providing excellent customer service through various communication methods.
- Perform other duties as assigned.
- Travel with the team several times a year to onboard new locations and set up computer and network equipment.
Benefits
- Full medical, prescription, dental, and vision benefits.
- Company-paid life and AD&D insurance.
- Company-paid short-term and long-term disability.
- 401(k) retirement plan with company match.
- Paid time off accrued based on years of service.
- Supplemental insurance for employees and families.
- Employee Assistance Program for confidential counseling.
- Additional paid day off for community or charitable services.
- Approximately fourteen paid holidays per year.
- A supportive and pleasant working environment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
