Helpdesk Specialist

A Day in the Life

• Field support calls and emails from employees 
• Answer employee’s inquiries and provide technical support and troubleshooting of desktop, laptop and tablet systems hardware and software, network, printers, phones and mobile devices 
• Assist with the installation, configuration, and deployment of software on new desktops, laptops and tablets 
• Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems, when needed, in providing technical assistance and support 
• Document services requests, issues, and resolutions in corporate ticketing system 
• Provide on-site support for those in the local office and remote support for those outside the building 
• Identify incident trends and recommend preventative solutions 
• Assist with maintenance, configuration and management of user accounts on FTP system 
• Track/monitor system performance and activity; create, manage and respond to alerts 
• Perform software installation and upgrades 

Role Progression

• Within 1 month, you’ll: Learn about the business, the team and become familiar with our tools/procedures 
• Within 3 months, you’ll: Handle incoming tickets and working with end users on various needs with little assistance 
• Within 6 months, you’ll:  Take ownership of any tasks/projects assigned to you or the team, able to take any assigned work with efficiency
• Within 1 year, you’ll: Handle any task given to you by your manager and drive superior support

About You

• Associate degree in computer science or a related field or pursuing an associate degree and has applicable work experience. 
• Appropriate certifications are encouraged 
• Excellent computer skills and strong knowledge in Microsoft Windows, macOS, and Microsoft Office 
• General knowledge of a variety of technologies/software and how they are connected together; including, but not limited to, servers, desktops, remote desktop control tools, instant messaging, email, desktop platforms, and FTP 
• Experience configuring mobile devices 
• Ability to work well collaboratively with a wide range of people, with varying degrees of technical knowledge 
• Excels at operating in a fast pace, community environment 
• Collaborative work style and commitment to get the job done 
• Skill for problem solving, troubleshooting, and root cause analysis to determine causes of complex operating errors and deciding how to respond 
• Critical thinking skills; by using logic and reasoning to identify pros and cons of alternative solutions, conclusions or approaches to problems 
• Active learner who understands the implications of new information/facts for both current and future problem-solving and decision-making 
• Excellent written and verbal communication skills 
• The ability to communicate clearly and effectively to persons with various levels of technical ability and experience 
• Focus and commitment to the organizational mission and objectives is prominent 
• Systematic problem-solver with the ability to self-start and direct 
• Desire to work within a collaborative, team environment 
• Flexible and adaptive to a change; Positive attitude and focus on finding solutions 
• Eagerness to grow professionally and a willingness/ability to self-direct professional growth 
• Willingness to go outside normal job functions to accomplish the given task is essential 

What sets us apart

• Mission driven culture 
• Comprehensive health and benefits package 
• 401k company match that vest’s immediately upon participation 
• Paid holidays and a generous PTO policy 
• Paid parental leave