Help Desk Specialist
1 month ago
We are seeking a skilled IT Help Desk Specialist to join our Managed IT Solutions team.
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.
- 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.
- 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.
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.
We are an EEO employer and encourage candidates of all backgrounds to apply.
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