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Help Desk Specialist

4 months ago

Florence, United States CBTS Full time

This position is a contract role.

The Help Desk Specialist serves as the frontline contact for troubleshooting technical issues promptly and efficiently to ensure minimal disruptions to business operations. Issues will be resolved both on our main campus and remotely across North America. This role requires sound technical knowledge, and the ability to communicate clearly and effectively with users through multiple channels of communication.

In addition, this role will assist in managing the lifecycle of hardware, software, and user accounts, including onboarding, offboarding, and maintenance.

Responsibilities

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Perform on-site and remote troubleshooting for IT issues in an accurate and timely manner, and escalate as needed

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Provide solutions based on internal best practices and update documentation where necessary

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Maintain professional and timely communication with users throughout the ticket lifecycle

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Collaborate with users to better understand their needs and communicate best practices

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Coordinate with select vendors, as needed, to help provide support, hardware, and supplies

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Assist in managing the lifecycle of hardware, software, and user accounts

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Assist with IT projects as needed

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Continuously strive to improve the culture within IT and the company

Skills & Experience

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Strong knowledge of computer systems, hardware, software, and networking

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Strong knowledge of troubleshooting issues with Windows 11 or Windows 10

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1+ years troubleshooting hardware and software issues with users, both on-site and remotely

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1+ years in troubleshooting Windows operating systems

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1+ years in troubleshooting Microsoft 365 products

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1+ years in troubleshooting network issues

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1+ years in troubleshooting printer issues

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1+ years in deploying hardware and software to users, both on-site and remotely

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Previous experience with Active Directory, Entra ID (Azure AD), and Intune preferred but not required

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Strong communication and interpersonal skills, including in-person, writing, and over the phone

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Strong willingness to learn

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Strong willingness and ability to independently propose and execute process improvements

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Strong attention to detail

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Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus