Help Desk Specialist
About the job
- Strong written and verbal communication skills, with attention to detail.
- Ability to analyze data, draw appropriate conclusions, and ensure task steps are completed.
- Ability to follow directions and ask questions when specific steps have not been provided, while developing greater self-reliance.
- Ability to maintain confidentiality and discretion.
- Ability to balance quantity of work with quality of work.
- Reliability in completing tasks.
- Must maintain a valid driver's license and provide personal transportation to customer sites as needed.
- Must be willing to take on new tasks, learn new skills, and assist others.
- Ability to follow through until issues are confirmed resolved.
- Ability to provide thorough and timely documentation.
- Must maintain a professional demeanor in verbal and written communication with customers.
- Must understand workstations, servers, security, wireless, network infrastructure, and the systems and topologies the company sells and services.
- General knowledge of the networking services industry and its products.
- At least one year of computer or networking experience.
- High school education or GED and post-secondary education in the field.
- Provide phone support to customers, including remote desktop and server support.
- Monitor and perform routine server health checks for maintenance customers.
- Monitor service alerts from various tools and identify and resolve issues related to those alerts.
- Review, follow up on, and complete assigned activity in the ticketing system.
- Monitor the service board and ensure tickets are worked within customers' service-level agreements and promised timelines.
- Track work progress to ensure open service tickets continue moving toward completion.
- Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
- Manage configuration changes to monitoring and management software to ensure a high level of customer support.
- Provide and analyze reports on the health and service history of contracted customers.
About the company
Tusker is a national IT and technology solutions provider formed through the consolidation of five regional firms, including ACP CreativIT, Camera Corner, Citon, Versatile, and Mindsight, backed by The Zaf Group. It serves education, healthcare, manufacturing, and government clients across the Midwest and Northeast. The company delivers cloud infrastructure, cybersecurity, modern workplace, and AI and automation solutions through advisory, professional, managed, and lifecycle services. What sets Tusker apart is pairing decades of regional expertise with national scale, a large team of specialists, and partnerships with vendors like AWS, Microsoft, and Cisco. The goal is to make technology stronger and simpler for clients through measurable outcomes and long-term partnership.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
Chicago, Illinois
Founded
1984
Get referred to Tusker
See people who can refer or advise you
Simplify's Take
What believers are saying
- September 2026 Fortress SRM deal added about 70 customers and nearly 50 specialists.
- Tusker reported over $300 million sales and targets $500 million within three years.
- July 2026 MSP 501 recognition supports recruiting, credibility, and enterprise selling.
What critics are saying
- Aggressive M&A since 2017 creates integration risk across six hubs and brands.
- Tusker’s growth depends on winning services cross-sell against larger MSPs and MSSPs.
- If cybersecurity expansion stalls, Tusker remains a fragmented regional roll-up, not a platform.
What makes Tusker unique
- Tusker united five regional MSPs under one brand in January 2026.
- Fortress SRM adds 24/7 SOC, virtual CISO, incident response, and forensics.
- 400 employees and six hubs give Tusker local delivery with national reach.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Flexible Work Hours