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Help Desk Specialist

2 months ago

Omaha, United States Thompson Solutions Group Full time
IT Help Desk Specialist

Are you passionate about technology and eager to provide top-tier support to end-users? We are seeking a skilled Help Desk Specialist to join our Managed IT Solutions team. In this role, you will be key in ensuring our client environments are secure, supported, and fully operational, delivering an exceptional computing experience.

Key Responsibilities
  • Customer Support: Provide prompt, courteous assistance to end-users via phone, email, or in person, addressing inquiries and resolving issues efficiently.
  • Troubleshooting & Escalation: Diagnose and resolve complex technical issues following our Help Desk standards, escalating to higher-level support when necessary to ensure timely resolutions.
  • Documentation: Maintain accurate records of support requests and resolutions within our ticketing system.
  • Installation & Configuration: Help set up, configure, and maintain computer systems, software, and peripherals.
  • User Education: Educate end-users on system usage, best practices, and preventative measures to enhance their IT literacy.
  • Collaboration: Work closely with all Thompson Solutions Group teams, contributing to a positive work environment and supporting our organization's strategic growth.
  • Professional Growth: Engage in ongoing learning opportunities, stay current with technology trends, and proactively seek solutions to prevent potential issues for our clients.
What We're Looking For
  • Communication & Customer Service: Excellent interpersonal skills with the ability to communicate clearly and effectively.
  • Organizational Skills: Ability to thrive in a fast-paced environment, managing multiple tasks with strong time-management skills.
  • Flexibility: Willingness to work occasional planned weekend days for installations and participate in a rotational on-call support schedule.
  • Technical Expertise: Advanced troubleshooting skills for complex IT issues, with the ability to collaborate with engineering and other teams when needed.
  • Documentation Skills: Experience in developing and maintaining knowledge base articles and IT documentation.
  • Project Involvement: Participate actively in the planning and execution of IT projects.
  • Analytical Skills: Ability to analyze trends in support requests, identify recurring issues, and propose long-term solutions.
  • Network Fundamentals: Strong foundational knowledge in TCP/IP, DNS, DHCP, Active Directory, Wired and Wireless Networking, and Cloud Solutions.
Qualifications
  • A degree in Information Technology, Computer Science, or a related technical field (Associate's or Bachelor's) OR equivalent work experience.
  • At least four years of related work experience, with at least three years in a Level I support role or equivalent.
  • Technical certifications or specialized training is a plus.


Why Join Us?

At Thompson Solutions Group, you'll be part of a dynamic team where your contributions are valued, and you'll have opportunities for professional growth. We are committed to fostering a collaborative and inclusive workplace environment.

Equal Opportunity Employer: We are an EEO employer and encourage candidates of all backgrounds to apply.

Take the next step in your IT career with us; apply today