Hybrid Help Desk Specialist Help Desk Specialist

About Our Client

An exciting opportunity is available for a tier 1 Help Desk Specialist to work remotely or in a hybrid capacity.** In this role, the Help Desk Specialist will respond to inquiries and assistance requests related to the organization's computer systems and applications. Responsibilities include identifying, analyzing, and troubleshooting issues.

The objective is to resolve ticket inquiries to minimize recurrences and reduce the volume of calls to the help desk. The ideal candidate will be motivated to grow within their career, demonstrate reliability, and possess excellent communication and troubleshooting skills.

Responsibilities

- Provide IT support services to end-users, focusing on achieving positive business outcomes

- Troubleshoot Windows and Office applications along with basic end-user networking issues

- Set up printers, install and configure end-user laptops and desktops, and manage phone systems

- Monitor and maintain the help desk system

- Log all tickets in the CRM tool

- Monitor RMM alerts

- Train users on network, email, phone, and software usage, as well as IT policies and procedures

- Provide prompt responses and clear communication for all Help Desk requests

- Proactively identify and resolve problems, conduct research for answers, and provide resources to other IT staff and users

- Offer network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing/updating software on servers and PCs

- Manage Office 365 user accounts

- Support VOIP phone systems, including new phone line installations, moves, and changes

- Administer system-wide anti-virus and anti-malware software

Requirements

- Active Directory management (user creation, password changes, group assignment) (2+ years)

- Office 365 administration (user creation, password changes, licensing management) (2+ years)

- VPN troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ years)

- Desktop troubleshooting (2+ years)

- Printer deployment via GPO (2+ years)

- Solid understanding of local area networks (DNS, DHCP, IP)

Qualifications

- Associate Degree/Bachelor's degree and/or related certification preferred

- 1-3 years of experience in an MSP environment preferred

- A+ Certification required

- Superior customer service skills and strong verbal/written communication skills with the ability to effectively communicate with both novice computer users and experienced professionals

- Capacity to prioritize and escalate issues as necessary to ensure exceptional customer service

- Ability to work independently and collaboratively within a team environment

- Time management skills to ensure timely responses to customer incidents

- Experience utilizing remote tools such as remote assistance and TeamViewer

- Knowledge in supporting Lenovo and Dell hardware

- Experience with transitioning end-users from one system to another

- Proven track record in a high-volume support desk with a demonstrated first call resolution rate

- Experience in dental environments is highly desired

Benefits

- Health care benefits (medical, dental, and vision)

- Paid time off (and public holidays)

- 401(k) retirement plan

- Life insurance

- Hybrid or remote work environment