IT Helpdesk Specialist
Gotion, Inc.•Manteno, IL
•$60,000 - $70,000
About The Position
The IT Helpdesk Specialist serves as the first point of contact for all internal technical support requests. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues while delivering excellent customer service to end users. The ideal candidate is responsive, detail-oriented, and able to communicate technical solutions in a clear, user-friendly manner.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 2+ years of experience in an IT support or helpdesk role
- Strong knowledge of Windows and/or macOS operating systems
- Experience with Microsoft 365, Active Directory, and ticketing systems (e.g., ServiceNow, Zendesk)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with hardware troubleshooting and device setup
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Customer-focused mindset with a high level of patience and professionalism
- Ability to prioritize tasks and manage multiple requests
- Attention to detail and strong organizational skills
- Ability to work independently and as part of a team
Nice To Haves
- CompTIA A+, Network+, or similar certifications
- Experience with remote support tools and endpoint management systems
- Exposure to cybersecurity best practices
Responsibilities
- Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
- Respond to helpdesk tickets, emails, and phone calls in a timely and professional manner
- Troubleshoot hardware, software, network connectivity, and system access issues
- Install, configure, and maintain operating systems, applications, and user accounts
- Support Microsoft 365, email systems, VPN access, and remote desktop tools
- Document incidents, resolutions, and processes within the ticketing system
- Escalate complex issues to higher-level IT staff when necessary
- Assist with onboarding/offboarding by setting up and deactivating user accounts and equipment
- Maintain inventory of IT assets and ensure proper tracking
- Follow IT policies, security protocols, and best practices
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
