IT Help Desk Specialist

ARA • Santa Barbara, CA

3d • $60,000 - $70,000 • Hybrid

About The Position

As an IT Help Desk Specialist, you’ll be a core member of the Corporate IT team, working in a small group of help desk personnel. You will provide system administration and remote technical support to IT personnel and employees across the company, and assist Corporate IT engineers with administrative, QA testing, and other needs as required.

This position is open to candidates seeking hybrid or remote work. Remote work will be considered, with preference given to candidates available to work in a hybrid capacity in the Santa Barbara, CA office. The required work schedule is 8 a.m.–5 p.m. MT / 10 a.m.–7 p.m. ET, with weeknight evening on-call duty approximately one week per month and weekend on-call duty approximately every 6–8 weeks. The salary range is $60,000–$70,000, dependent upon education and experience.

Requirements

• High school diploma or equivalent.
• At least 2 years of IT support experience with a bachelor’s degree, or at least 8 years of experience without a degree.
• Experience supporting a range of applications on Windows operating systems, including Microsoft Office 365, SharePoint, VPN clients, and RSA, in a fast-paced support environment.
• Troubleshooting and analytical skills.
• Experience using an automated help desk management (ticketing) system.
• Strong organizational, interpersonal, and communication skills.
• Customer-service orientation.
• Ability to learn new systems quickly.
• Ability to work 8 a.m.–5 p.m. MT / 10 a.m.–7 p.m. ET.
• Ability to handle after-hours on-call duty: weeknight evenings approximately one week per month and weekends approximately every 6–8 weeks.

Nice To Haves

• Experience supporting desktops, laptops, and servers.
• Experience with Active Directory user administration.
• Knowledge of RSA.
• Knowledge of Webex and other conferencing services.
• Network+ and Security+ certifications.
• Understanding of Microsoft licensing.
• DoD experience.

Responsibilities

• Provide first-level remote technical assistance to end users with login and application issues.
• Triage and prioritize incoming requests.
• Identify, research, and resolve technical problems.
• Perform basic system administration tasks.
• Assign requests to tier 2 and tier 3 as required, ensuring problem ownership and end-user satisfaction.
• Document and maintain IT-related procedures and other information.
• Communicate system outages and maintenance.
• Track licensing and internal billing.
• Assist Corporate IT engineers with administrative, QA testing, and other needs as required.

What This Job Offers

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