IT Helpdesk Specialist

Description

                                                                                 LOGISTICS FOR THE INDUSTRIOUS

At Venture, we help our clients deliver their products, their promises, and their potential every day. If you believe in delivering great customer service, value partnership, and are always looking for a challenge, we’d like to meet you.

POSITION SUMMARY

The IT Helpdesk Support Specialist provides first-line technical support to employees by diagnosing, troubleshooting, and resolving hardware, software, network, and technology-related issues. This role is responsible for maintaining end-user computing devices and peripherals, supporting Microsoft 365 applications and services, administering user access, and ensuring a positive technology experience across the organization.

The IT Helpdesk Support Specialist supports the installation, configuration, maintenance, and lifecycle management of computers, printers, mobile devices, and related equipment. This position serves as a key resource for employee onboarding and offboarding, helpdesk ticket management, and day-to-day technology support while maintaining high levels of customer service and operational efficiency.

ESSENTIAL JOB FUNCTIONS FOR THIS POSITION

• Provide first-level technical support for hardware, software, network, printer, mobile device, and application-related issues. 
• Respond to, troubleshoot, and resolve IT helpdesk requests in a timely and professional manner. 
• Monitor and manage helpdesk ticket queues, prioritizing and escalating issues as appropriate. 
• Diagnose and resolve workstation, laptop, printer, and peripheral equipment issues. 
• Install, configure, test, and deploy computers, monitors, printers, mobile devices, and related technology equipment. 
• Perform software installation, upgrades, patches, and troubleshooting. 
• Set up and maintain user accounts, email accounts, security groups, and system access permissions. 
• Manage end-to-end IT onboarding and offboarding activities, including account provisioning, equipment deployment, and access management. 
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint. 
• Maintain accurate inventory records of technology assets, software licenses, and assigned equipment. 
• Assist with hardware refreshes, technology deployments, and workstation relocations. 
• Document technical issues, resolutions, procedures, and knowledge base articles. 
• Identify recurring issues and recommend process improvements to enhance service delivery and user experience. 
• Collaborate with internal IT team members and third-party vendors to resolve technical issues. 
• Escalate complex technical issues to appropriate IT personnel when necessary. 
• Assist with maintaining technology security practices, including endpoint protection and access controls. 
• Maintain regular and reliable attendance. 
• Perform other duties and special projects as assigned.

Requirements

REQUIRED EDUCATION / EXPERIENCE

• Associate's degree in Information Technology, Computer Science, Management Information Systems (MIS), or a related field; or an equivalent combination of education, training, and experience. 
• Two (2) or more years of experience in an IT Helpdesk, Desktop Support, or Technical Support role.
• Experience supporting Microsoft 365 environments. 
• Experience with helpdesk ticketing systems and endpoint management tools. 
• Industry certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or similar.

PREFERRED EDUCATION / EXPERIENCE

• Bachelor's degree in Information Technology, Information Systems, Computer Science, Business Technology, or a related field.

REQUIRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)

• Strong customer service orientation and commitment to providing an exceptional end-user experience. 
• Excellent troubleshooting, analytical, and problem-solving skills. 
• Ability to prioritize workload and manage multiple tasks in a fast-paced environment. 
• Strong verbal and written communication skills. 
• Ability to explain technical concepts to non-technical users. 
• Working knowledge of Windows operating systems, Microsoft 365 applications, and common business technologies. 
• Ability to work independently and collaboratively within a team environment. 
• Strong organizational skills and attention to detail. 
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Strong listening skills to fully understand customer concerns, able to respond with thoughtful solutions, and handle criticism constructively and without emotional reactivity

PREFERRED SKILLS (TECHNICAL, CLERICAL, LANGUAGE, ETC.)

• Experience supporting Microsoft Entra ID (Azure AD), Active Directory, Intune, or endpoint management solutions. 
• Experience with remote support tools and mobile device management platforms. 
• Familiarity with networking fundamentals, VPN connectivity, and basic cybersecurity practices. 
• Proficiency with Microsoft Office applications, including Excel, Outlook, Word, Teams, and PowerPoint.

PHYSICAL DEMANDS

• Sedentary in nature
• Repetitive computer and telephone usage 
• Frequently sits, stands, walks, bends, and reaches while performing job duties. 
• Ability to lift, move, and install technology equipment weighing up to 50 pounds. 
• Occasional use of ladders and work in confined spaces while installing or troubleshooting equipment. 
• Ability to travel between company locations as needed.

WORK ENVIRONMENT

• Primarily works in an office environment with moderate noise levels. 
• Periodic work in warehouse, shop, terminal, or field environments where PPE may be required. 
• Frequent interaction with employees and vendors in person, by phone, and electronically. 
• Requires independent decision-making as well as collaboration with team members. 
• Fast-paced environment requiring the ability to manage multiple priorities and meet service expectations.

BENEFITS

• Competitive Pay
• Opportunity for career advancement
• Generous Vacation / Paid Time Off
• Paid Holidays 
• 401K with company match from day 1
• Medical, Dental, Vision Insurance
• Basic and Supplemental Life Insurance

 This Position Description is not intended to guarantee, and does not guarantee, ongoing employment or employment for a definite term, either in this position or with the Company. Absent an enforceable written contract to the contrary, and to the fullest extent allowed by federal, state and local law, an employee’s employment relationship with the Company is at-will.