Help Desk Specialist

POSITION OVERVIEW

Under the direction of the Infrastructure and Security Manager, the Help Desk Specialist provides technical support and assistance to our internal users. As the first point of contact for IT-related issues, the employee will troubleshoot hardware, software, and network problems, ensuring minimal disruption to day‑to‑day business operations. This role is ideal for someone with a strong foundational understanding of IT systems, excellent communication skills, and a passion for solving problems.

• Serve as the first point of contact for customers seeking technical assistance.
• Analyze and identify LAN and PC‑based problems to determine whether they are software, hardware, procedural, or a combination of these factors.
• Investigate alternatives and documents prior to implementing corrective actions to provide the best possible solution.
• Communicate effectively with customers, helping them solve issues and ensuring they leave satisfied.
• Troubleshoot and repair desktop and laptop computers to ensure they interconnect seamlessly with multiple systems, including network drives, LAN/WAN, and all business productivity applications.
• Respond to requests for assistance installing, modifying, or repairing computer hardware and software issues.
• Install new hardware/software, configure, and roll out new systems on a regular basis, providing one‑on‑one training and instruction as needed.
• Ask educated questions and listen to customers to determine the root cause of the problem.
• Access software updates, drivers, knowledge bases, and FAQ resources on the internet to assist with customer issues.
• Maintain a positive professional relationship with IT technicians/specialists, customers, and clients.
• Follow up with customers to ensure issues have been resolved to their satisfaction.
• Log all work completed in the helpdesk ticketing system.
• Perform additional duties as assigned.

• Associate degree or at least 2 years of college (preferred).
• 3+ years of hands‑on experience in an IT helpdesk or technical support role.
• Basic understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Familiarity with networking concepts and hardware troubleshooting.
• Demonstrated patience and courteous behavior when working with internal and external customers.
• Excellent written and verbal communication skills, and the ability to explain technical issues in non‑technical terms.
• Ability to work independently, be self‑motivated, and goal‑oriented.
• Superior organizational and time‑management skills.
• Ability to multitask and appropriately handle or escale tasks with conflicting priorities.
• Passion for teamwork and problem solving.

Understand and provide visible support of Destination Zero Practice job duties with safety at the core of all tasks. A job is not complete unless it is done safely. Stand‑Up, Speak‑Out, and Take‑Action – do the right thing when no one is looking, report safety concerns, near misses and incidents to management, and use the Stop Work authority to immediately stop unsafe acts or work practices.

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle or feel, and talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. While performing the duties of this job, the employee is regularly required to lift and or move up to 10 pounds.

The special vision abilities for this job are close vision, distance vision, color vision, depth perception and the ability to adjust focus. The work environment is a moderate noise level.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

PHI Aviation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.