IT Help Desk Specialist

ARA Career • Santa Barbara, CA

20d

About The Position

The IT Help Desk Specialist is a member of the Corporate IT team, working with other help desk personnel to provide system administration and remote technical support to IT personnel and employees across the company. The role also assists Corporate IT engineers with administrative tasks, quality assurance testing, and other needs as required.

The position provides first-level remote support for login and application issues, triages and prioritizes incoming requests, researches and resolves technical problems, and performs basic system administration. It assigns requests to tier 2 and tier 3 as needed while maintaining problem ownership and end-user satisfaction. The specialist documents and maintains IT procedures and information, communicates system outages and maintenance, and tracks licensing and internal billing.

The required schedule is 8 a.m.–5 p.m. Mountain Time / 10 a.m.–7 p.m. Eastern Time. The role also participates in after-hours on-call coverage, typically one weeknight week per month and one weekend every 6–8 weeks. The position may be remote or hybrid, with preference for candidates available to work in a hybrid capacity at the Santa Barbara, California office. The salary range is $60,000–$70,000, depending on education and experience.

Requirements

• High school diploma or equivalent.
• At least 2 years of IT support experience with a bachelor's degree, or a minimum of 8 years of IT support experience without a degree.
• Experience supporting a variety 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 coverage: approximately one weeknight week per month and one weekend 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 tasks, quality assurance testing, and other needs as required.

What This Job Offers

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