Help Desk Specialist

2 days ago

Reno, United States Catapult Solutions Group Full time

Helpdesk Specialist

Workforce Technology Department

Onsite in Reno, NV

8+ month contract engagement


About Our Client

Our client is a leading technology company that helps small businesses and consumers with financial software solutions, including tax preparation, accounting, and personal finance management. With over 30 years of innovation and a strong commitment to simplifying the business of life, the company empowers employees to deliver exceptional customer experiences. They foster a culture of collaboration, growth, and innovation, allowing employees to thrive in a dynamic and fast-paced environment. Their mission is to remove barriers for their employees so they can achieve great things for their customers.


Job Description

We are seeking a Helpdesk Specialist to join our Workforce Technology team on a contract basis. This is a crucial role in providing comprehensive IT support to employees and ensuring smooth operations in the corporate computing environment. You will work closely with a diverse set of employees, from tech-savvy professionals to those less familiar with technology, providing direct support in resolving technical issues related to software, hardware, and networking.

In this role, you’ll troubleshoot technical problems both in-person and remotely, help maintain and upgrade software and hardware, support video conferencing and telephony systems, and assist employees with access to corporate systems. You’ll play an essential role in creating an efficient and effective work environment for employees, enabling them to focus on delivering value to customers.This position offers the opportunity to work on both day-to-day support as well as small-scale projects, making a tangible impact on the overall efficiency of the workforce.


Duties and Responsibilities

  • Provide technical support for software, hardware, and connectivity issues both in-person and remotely (via phone/chat).
  • Troubleshoot and resolve video conferencing issues, including tools like Zoom, Blue Jeans, and Jabber.
  • Manage and log Service Desk requests into Incident Management Systems such as ServiceNow.
  • Support the installation, upgrade, and maintenance of software, hardware, and peripherals.
  • Assist employees with access to corporate systems, servers, and remote work environments (AppStream, VDI, telephony).
  • Setup and maintain shared mailboxes and distribution lists in Exchange Management Console.
  • Deploy and patch software using Casper and LANDesk technologies.
  • Participate in team meetings to report call trends and challenges, and assist with the resolution of aging tickets.
  • Take ownership of user issues, ensuring clear and timely communication regarding problem resolution.
  • Provide high-quality customer service, maintaining a positive experience for all employees.


Required Experience/Skills

  • 2-3 years of experience in Service Desk or Desktop Support, with hands-on experience supporting both PC and Mac systems.
  • Experience working in a fast-paced, face-to-face environment such as a "Walk Up Bar" and supporting remote employees.
  • Strong interpersonal and communication skills, with the ability to articulate technical concepts to both technical and non-technical users.
  • Solid troubleshooting and diagnostic skills across various platforms, including Mac OS X and Windows 7/10.
  • Familiarity with wired and Wi-Fi networking, Active Directory, Exchange, and other core IT technologies.
  • Ability to manage and support video conferencing tools (Jabber, Blue Jeans, Zoom).
  • Experience with software deployment and patching tools such as Casper and LANDesk.
  • A passion for delivering exceptional customer service, and follow-through to ensure issue resolution.
  • Strong mobile support experience (Android, iOS).


Nice-to-Haves

  • Familiarity with ticketing systems such as ServiceNow.
  • Experience with collaboration tools such as Slack, Box, and Google Suite.
  • Knowledge of encryption and security tools in corporate environments.
  • Previous experience supporting telephony systems (Avaya, Cisco).
  • Exposure to VDI environments and remote desktop solutions.


Education

  • Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.


Pay & Benefits Summary

  • $25/hr.
  • Health benefits including medical, dental, and vision.
  • Paid holidays.
  • Opportunity to work in a fast-paced, innovative environment with potential for future growth.


Ready to help drive innovation and deliver exceptional support? Apply Now to join our dynamic Workforce Technology team and make an immediate impact

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