Help Desk Support Specialist
4 weeks ago
Central Power Systems & Services is seeking a highly skilled and customer-focused Help Desk Technician to join our team. As a Help Desk Technician, you will be the first point of contact for IT inquiries and technical assistance, providing remote troubleshooting, diagnosing, and resolving technical problems related to software, hardware, and networks.
Key Responsibilities:- Provide technical support and assistance to customers via phone, email, or messenger
- Diagnose and resolve technical issues related to software, hardware, and networks
- Track customer interactions and technical issues in the Service Desk ticketing solution
- Update support tickets, knowledge base articles, and procedures
- Assist with hardware and software upgrades, including installing new software releases, updating firmware, and replacing hardware components
- Consult with vendors and other CPSS IT personnel for problem resolution
- Work complex incidents, perform troubleshooting, administer repairs, and meet team SLAs
- Assist with security, including identity access management
- Provide training to customers on how to use new software or hardware, or how to resolve common technical issues
- Participate in team meetings to discuss current issues, share knowledge, and improve processes
- High School Diploma, Degree in Technology, related subject, or equivalent experience
- 1+ years prior experience in a help desk or technical support role
- 1+ years' experience with hardware, software, and networking technologies, as well as experience with remote support tools
- Excellent analytical, technical, and interpersonal skills
- Ability to adhere to risk management, change management, and configuration management policy, standards, procedures, and guidelines
- Ability to provide objective and impartial technology, platform, tooling assessments, and recommendations
- Experience in areas of systems/security, including ServiceDesk Plus Cloud, Smart Deploy, Icon VN Phone System, Screen Connect, MS Intune, Sentinel One, MS Flows, MS SharePoint, and MFA
- Windows Servers, Microsoft Office 365, Azure AD, Active Directory, and services
- Web Servers, Internet Information Services, Database Services, MS SQL, Print Services, Enterprise applications, Procede - Excede, Epicor, and Autodesk
This job operates in a professional office environment indoors, routinely using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
CPS&S is a smoke-free and drug-free work environment.
Working Schedule:This job operates Monday through Friday, 8:00-5:00 PM, with limited travel required.
Physical Demands:The position requires the ability to spend long hours sitting or standing while using office equipment and computers, with occasional lifting, pushing/pulling, and carrying 50 lbs of supplies and materials.
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