IT Helpdesk Specialist

Applied Aerospace & Defense•Newington, CT

About The Position

The IT Helpdesk Specialist provides first-level technical support to office and remote users, addressing problems with computers and access to resources. The role supports laptops, desktops, hardware, software, applications, printers, copiers, and other office technologies; manages and prioritizes help desk tickets; documents support activities and procedures; and collaborates with technical teams to resolve complex issues. The specialist also guides and trains users, participates in technology training, and ensures support practices follow company policies and procedures. ITAR eligibility is required: eligible applicants must qualify as a “U.S. person” under ITAR unless otherwise specified.

Requirements

At least 2 years of experience working in an office environment.
At least 2 years of prior experience in an IT support or service desk position.
Experience supporting computer hardware and software, such as desktop support or help desk work.
Experience installing, troubleshooting, and repairing hardware and software.
Experience logging and managing IT support tickets in a help desk ticketing system.
Experience working in Windows environments and supporting Windows operating systems.
Experience with Microsoft Office products, including M365, Word, and Excel.
Basic networking knowledge and experience troubleshooting connectivity issues.
Basic knowledge of and troubleshooting skills with TCP/IP, DHCP, and DNS.
Experience supporting mobile devices, including iPhones, iPads, and Windows tablets.
High school diploma or higher education.
Excellent communication skills and a customer-oriented approach to support.
Experience working in a team environment.
Must qualify as a “U.S. person” under ITAR (U.S. citizen, U.S. permanent resident, refugee, or asylee), unless otherwise specified.

Nice To Haves

At least 2 years of higher education.
Experience with Microsoft Teams, Exchange/Outlook, Edge, and cloud applications.

Responsibilities

Provide first-level technical support to office and remote users.
Respond to user issues and resolve them promptly and efficiently.
Collaborate with technical teams to escalate and resolve complex technical issues.
Maintain accurate documentation of support activities.
Manage and prioritize help desk tickets using an electronic ticketing system.
Participate in training sessions to stay current with technologies.
Provide guidance, support, and training to help users effectively use IT resources.
Ensure compliance with company policies, procedures, and best practices.
Support laptops, desktops, hardware, software, applications, and troubleshooting needs.
Support printers, copiers, and other business and office technologies.
Document technical support procedures to promote consistent, high-quality service.