Help Desk Support Specialist

3 weeks ago


Valparaiso, Indiana, United States Trust Tech, LLC Full time
Job Title: Help Desk Technician

Trust Tech, LLC is seeking a skilled Help Desk Technician to provide technical support to our staff and clients. As a Help Desk Technician, you will be responsible for resolving technical issues, escalating complex problems, and maintaining a high level of customer satisfaction.

Key Responsibilities:
  • Provide first-level technical support to internal and external customers via phone, email, and in-person
  • Monitor and address IT services, ensuring minimal downtime and optimal performance
  • Resolve technical issues using available tools and following established procedures
  • Assist in creating and maintaining Standard Operating Procedures for repeatable tasks
  • Manage inventory and check-in/check-out procedures for Trust Tech hardware resources
  • Coordinate with engineering staff to schedule tasks and resolve complex issues
  • Review and update Help Desk documentation as assigned
  • Recommend process improvements to management
  • Analyze data for regular reports distributed to internal and external customers
  • Log problems and resolutions accurately in the Service Order management system
  • Educate customers on technical issues and provide solutions
  • Maintain in-depth knowledge of Help Desk supported products and services
  • Test and report results of new services and changes to existing services
  • Participate in training and certification programs to enhance support delivery
Requirements:
  • 3+ years of experience in end-user support/help desk environment
  • Excellent communication skills and ability to provide IT services via various channels
  • Industry certifications such as CompTIA A+, CompTIA Network+, or Microsoft Technology Associate (MTA) IT Infrastructure
  • Advanced support/troubleshooting knowledge of Microsoft Windows, ChromeOS, and iOS Operating Systems
  • Productivity software such as Microsoft Office and Adobe Acrobat
  • Virus and system health monitoring and remediation
  • Data backup solutions and services
  • Desktop and laptop computer hardware and peripherals
  • Printer support
  • Basic to intermediate support/troubleshooting knowledge of TCP/IP networks, DNS, DHCP, firewall concepts, and configuration
Physical Demands:

Moderate physical effort is required. Most work is performed while sitting, using a desktop or laptop. Site visits will require standing, walking, and/or climbing stairs. Lifting of equipment up to 50lbs. unassisted may be required at times.



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