Help Desk Support Specialist

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes.

BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person.

You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW:

We are seeking a proactive and customer-focused Helpdesk Support Specialist to join our IT support team. In this role, you will be responsible for providing technical assistance and support to end-users, resolving IT-related issues, and ensuring smooth operation of our systems and software. The ideal candidate will have excellent communication skills, a strong technical background, and a passion for delivering high-quality customer service.

PRIMARY RESPONSIBILITIES:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Provide timely and effective resolution to IT-related issues, including hardware and software problems, network connectivity issues, and account access.
• Diagnose and troubleshoot technical issues using appropriate tools and resources.
• Guide end-users through step-by-step solutions and provide accurate information to resolve their problems.
• Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.
• Record and track all support incidents and service requests in the help desk ticketing system, ensuring proper documentation and follow-up.
• Prioritize and manage workload to meet service level agreements and ensure timely resolution of issues.
• Assist with account management tasks, including account creation, password resets, and access permissions.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and peripherals.
• Install, upgrade, and troubleshoot software applications, including operating systems and productivity suites.
• Contribute to the development and maintenance of the IT knowledge base, documenting solutions and best practices for end-users.
• Provide training and guidance to end-users on basic IT procedures and best practices.

QUALIFICATIONS:

• Associate degree or equivalent technical certification in Information Technology or related field.
• Minimum of 1-2 years of experience in a helpdesk or technical support role.
• Strong knowledge of PC hardware, operating systems (Windows and/or macOS), and software applications.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with troubleshooting common IT issues, such as email problems, printer connectivity issues, and software errors.
• Proficiency in using…