Help Desk Specialist

Job Summary

The Help Desk Specialist will answer internal team member questions and provides technical support via phone, email, online chat, or in person. Additional support may be needed replacing hardware assets, imaging laptops, and other IT related projects as assigned.

• Provide tier one IT support for internal team members across all Van Wall locations
• Serve as the first point of contact for internal team members seeking technical assistance over the phone, e-mail, or IT ticketing system
• Key areas of focus will entail: password resets, printer troubleshooting, and hardware setup
• Provide timely and professional troubleshooting through relevant questions and diagnostic techniques
• Escalate unresolved issues to the next level of support personnel
• Document IT tickets and their resolution in system, and follow up with team members when necessary to ensure resolution
• Maintain industry knowledge and apply knowledge to daily tasks
• Other duties as assigned

• Associate’s degree in an IT related discipline required, bachelor’s degree preferred
• 1+ year(s) of recent and relatable Help Desk Support
• Experience with Microsoft Office suite, password resets, laptop imaging, & phone setup preferred
• Proven track record of providing excellent customer service
• Strong administration and troubleshooting skills
• Excellent communication, interpersonal, organizational, and planning skills
• Able to prioritize tasks to meet deadlines
• Must be willing to travel to company locations if needed
• Current Microsoft professional certification preferred

Equal Opportunity Employer, including disabled and veterans.