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Help Desk Specialist

1 month ago

MagstattleBas, Grand Est, United States Thompson Solutions Group Full time
{"title": "Help Desk Specialist", "description": "

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
  • Provide prompt, courteous assistance to end-users via phone, email, or in person, addressing inquiries and resolving issues efficiently.
  • Diagnose and resolve complex technical issues following our Help Desk standards, escalating to higher-level support when necessary to ensure timely resolutions.
  • Maintain accurate records of support requests and resolutions within our ticketing system.
  • Help set up, configure, and maintain computer systems, software, and peripherals.
  • Educate end-users on system usage, best practices, and preventative measures to enhance their IT literacy.
  • Work closely with all Thompson Solutions Group teams, contributing to a positive work environment and supporting our organization's strategic growth.
  • Engage in ongoing learning opportunities, stay current with technology trends, and proactively seek solutions to prevent potential issues for our clients.
Requirements
  • Excellent interpersonal skills with the ability to communicate clearly and effectively.
  • Ability to thrive in a fast-paced environment, managing multiple tasks with strong time-management skills.
  • Willingness to work occasional planned weekend days for installations and participate in a rotational on-call support schedule.
  • Advanced troubleshooting skills for complex IT issues, with the ability to collaborate with engineering and other teams when needed.
  • Experience in developing and maintaining knowledge base articles and IT documentation.
  • Participate actively in the planning and execution of IT projects.
  • Ability to analyze trends in support requests, identify recurring issues, and propose long-term solutions.
  • 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.

We are an EEO employer and encourage candidates of all backgrounds to apply.

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