IT Helpdesk Specialist

Bridgers & Paxton Consulting Engineers, Inc.•Albuquerque, NM

3d•Onsite

About The Position

We have an exciting opportunity for an IT Helpdesk Specialist to join our team in our Albuquerque office. The qualified applicant will be able to demonstrate an ability to maintain a medium sized network that spans multiple offices in a collaborative environment of engineers within Bridgers & Paxton. Certifications demonstrating knowledge or a specialization in the systems/programs listed below is a plus; however, it is not a requirement. In this position, the ideal candidate will have working experience with the following applications, services, and responsibilities:

Requirements

Associate degree in Information Technology, Computer Science, or a related field or equivalent work experience.
1–3 years of experience providing technical support in a helpdesk or desktop support environment.
Working knowledge of Microsoft Windows operating systems.
Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
Experience supporting Microsoft Office and Microsoft applications.
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Ability to manage multiple support requests while maintaining attention to detail.

Nice To Haves

Experience with Microsoft Active Directory administration.
Familiarity with endpoint management systems such as SCCM or similar tools.
Experience working with ticketing systems or IT service management platforms.
Knowledge of basic cybersecurity practices and multi-factor authentication systems.

Responsibilities

Provide first-level technical support to employees for hardware, software, and network issues.
Respond to helpdesk tickets, phone calls, and walk-in requests in a timely and professional manner.
Troubleshoot desktop, laptop, and peripheral hardware issues. Including but not limited to printers, scanners, docking stations, and mobile devices, and audio/video equipment used for conferencing and collaboration replacement
Configure and deploy new workstations and mobile devices for employees. Including device imaging and provisioning, printer setup and troubleshooting
Assist with onboarding and offboarding processes, including account creation, device provisioning, and access management.
Maintain accurate documentation of support activities and technical procedures.
Assist senior IT staff with system maintenance, upgrades, and technology rollouts.
Monitor and maintain workstation security updates and patching.
Maintain inventory of IT hardware and assist with asset tracking.
Identify recurring technical issues and recommend improvements to systems or processes.
Installation, configuration, and troubleshooting of Windows operating systems, software installation, updates, and troubleshooting.
User account provisioning and deprovisioning, password resets and account unlocks, basic Group Policy troubleshooting and permissions management
Outlook configuration and troubleshooting, basic administration of Exchange user settings, assistance with Teams access issues
Managing and resolving helpdesk tickets, prioritizing and documenting technical issues, escalating complex issues to senior IT staff when required
Basic TCP/IP troubleshooting (IP addressing, DNS resolution, connectivity issues), wired and wireless connectivity troubleshooting, VPN client setup and support
Multi-Factor Authentication (MFA) setup and troubleshooting, password policies and account security best practices, assisting with endpoint security tools and updates
Creating and maintaining technical documentation, developing end-user guides and troubleshooting procedures, maintaining internal knowledge base documentation
Providing technical assistance to staff in a professional and timely manner, communicating technical concepts to non-technical users, maintaining a high level of customer satisfaction during issue resolution