Job Description

Overview

Join our dynamic IT support team as a Helpdesk Specialist, where your technical expertise and customer service skills will drive seamless technology experiences across our organization. In this energetic role, you will be the first point of contact for resolving a wide array of IT issues, ensuring that our staff can work efficiently and confidently with their computer systems and network infrastructure. Your proactive approach and problem-solving mindset will contribute to maintaining a robust IT environment, empowering users to achieve their goals with confidence.

Duties

Provide prompt and professional technical support to end-users via help desk tickets, phone calls, and email communications, addressing issues related to hardware, software, operating systems, and network connectivity. Troubleshoot and resolve software problems across multiple platforms including Windows, macOS, and Linux operating systems. Manage computer hardware components such as desktops, laptops, printers, and peripherals to ensure optimal performance. Assist users with computer management tasks such as account setup, password resets, and user access permissions. Support network infrastructure including LAN (Local Area Network), VPN (Virtual Private Network), firewalls, and other security measures to maintain secure connectivity. Utilize IT service management tools like ServiceNow, Jira, BMC Remedy, or Help Desk software to document issues, track resolutions, and generate reports for continuous improvement. Collaborate with the IT team to maintain and update IT infrastructure components including switches, routers, firewalls, and servers. Conduct routine system updates, software installations, and hardware upgrades to keep systems current and secure. Provide guidance on best practices for cybersecurity measures such as VPN access and firewall configurations to safeguard organizational data. Escalate complex technical issues to specialized teams when necessary while maintaining communication with end-users throughout the resolution process.

Skills

Proven experience in technical support roles with a strong understanding of computer management and troubleshooting procedures. Proficiency in supporting various operating systems including Windows, macOS, and Linux environments. Solid knowledge of computer networking concepts such as LAN/WAN architecture, VPNs, firewalls, and network security protocols. Familiarity with help desk ticketing systems like ServiceNow or Jira for issue tracking and reporting. Expertise in software troubleshooting across common applications including Microsoft Office suite (Word, Excel, PowerPoint) and other productivity tools. Ability to diagnose hardware issues related to computer hardware components and peripherals effectively. Experience supporting IT infrastructure components such as switches, routers, servers, and BMC Remedy or similar tools for incident management. Strong communication skills to clearly explain technical solutions to non-technical users with patience and professionalism. Knowledge of operating systems including Windows (various versions), macOS environments, and Linux distributions is highly desirable. Customer service orientation with a proactive attitude towards problem resolution and user satisfaction. Embark on a rewarding journey where your technical talents will make a tangible difference! We're dedicated to fostering an inclusive environment that values innovation and continuous learning--help us shape the future of IT support!
Job Type: Full-time

Pay: $22.08 - $26.59 per hour

Expected hours: 40 per week

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance
Work Location: In person