Service Desk Specialist

The Arcticom Group•Jurupa Valley, CA

14h

About The Position

The Arcticom Group ("TAG") is a U.S.-based network of commercial and industrial mechanical services companies that provide HAVCR service, maintenance , and installation services throughout North America. TAG is committed to being an “employer of choice” and ensuring employees have a home where they can learn and grow . With competitive compensation and an attractive benefits package, TAG is an exciting place to work. The Arcticom Group is looking for the right candidate to fill our Service Desk Specialist role. We need someone with a strong information technology foundation and hands-on experience supporting end users in a fast-paced service environment. The ideal candidate will possess solid knowledge of desktop operating systems, hardware, software applications, and networking fundamentals, along with a passion for delivering exceptional customer service. Strong troubleshooting skills, attention to detail, and the ability to communicate technical information in a clear and professional manner are essential. Success in this role requires a customer-first mindset, a collaborative approach, and the ability to remain calm and effective when supporting users through technical challenges. Service Desk Specialists are well-versed in today's most common hardware, software, and networking technologies . In addition to strong technical aptitude, backed by at least two years of IT support experience, this individual is an excellent communicator who can confidently guide clients through issues ranging from routine support requests to critical business-impacting incidents. The pace and complexity of this environment often exceed that of a traditional help desk, requiring strong prioritization, problem-solving, and multitasking skills. The ideal candidate understands the importance of responsiveness, follows through on commitments, and proactively communicates updates and expected resolution timelines to end users, ensuring a positive support experience from start to finish.

Requirements

Experience required with Windows desktop operating systems
Experience Procurement Scoping
Understanding of TCP/IP and troubleshooting Internet connectivity
Experience with routers and firewalls
Experience with Terminal Services
Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
Understanding of DNS services
Working Knowledge of Wireless Technologies
Helpdesk Support with 3 – 5 years experience
3-5 years’ experience - Mobile Messaging Technologies
3-5 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support

Nice To Haves

Has at least one certification. The following certifications are preferred: A+, Security+, Network+, Apple
Consistently receives good client feedback

Responsibilities

Answer Help Desk phones
Provide Level 1 phone support
ITSM Ticket System Administration
MDM Administration
Ensures that all trouble report findings and resolutions are thoroughly documented in the trouble ticketing system.
Check Backup Logs daily and update the tickets or reports
Check Anti-virus twice weekly
Maintain accurate inventory for all IT hardware and software
Alerting Watch the consoles for new alerts
Escalate as required
Portal/RSM management
Patching Complete the overnight patching schedule defined by MSS
Track to make sure patched machines come back online
Create Patch True Report
Participate in successful completion of project work including analysis, design, development, documentation, and testing of client network operations
Perform quality assurance activities to ensure standardization of best practices
Backup Maintenance
Configuration of standard POP, SMTP & Exchange clients including Outlook
Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer preferences
Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs
Configure file, print and remote access services
Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
Takes ownership of tasks and follows through to ensure complete resolution
Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
Ability to pay close attention to detail while performing technically detailed tasks
Ability to deal effectively with stressful situations
Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
Ability to provide accurate time estimates for how long a task will take
Understands that the success of individuals is measured by the success of their teams
Ability to quickly learn new technologies through the use of self-study materials and intuition
Ability to articulate technical information clearly and simply to non-technical people
Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
Is self-motivated and can be self-directed when necessary
Team Collaboration - Enjoys sharing information, supporting others, and working on a team to achieve team goals