Job Description

The Helpdesk Support Specialist is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

· Desktop operating system maintenance, troubleshooting, and diagnosis

· Desktop connectivity troubleshooting

· Application installation and support

· Printer installation and support

· Client VPN installation and support

· Microsoft Office Suite support

· AD user account management

· Office 365/Exchange user account management

· Desktop antimalware administration and resolution

· IT Support relating to technical issues involving Microsoft’s core business applications and operating systems.

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

· System documentation maintenance and review in ConnectWise.

. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

· Improve customer service, perception, and satisfaction.

· Fast turnaround of customer requests.

· Ability to work in a team and communicate effectively.

· Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

· Escalate service requests that require engineer level support.

· Responsible for entering time and expenses in ConnectWise as they occur.

· Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

. Enter all work as service tickets in ConnectWise.

Skills: operating systems, business applications, printing systems, network systems

Desired Candidate Profile

Knowledge, Skills, and/or Abilities Required:  

· Advanced understanding of operating systems, business applications, printing systems, and network systems.

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

· Diagnosis skills of technical issues.

· Ability to multi-task and adapt to changes quickly.

· Technical awareness: ability to match resources to technical issues appropriately.

· Service awareness of all organization’s key services for which support is being provided.

· Understanding of support tools, techniques, and how technology is used to provide services.

· Typing skills to ensure quick and accurate entry of service request details.

. Self-motivated with the ability to work in a fast moving environment. 

Educational/Vocational/Previous Experience Recommendations:

· BA/BS, preferably in computer science or a related field.

· MBA/MS preferred but not required.

. 2 years of IT or related experience.


· Competitive salary based on experience and qualifications.

· Health, vision, and dental benefits included.

· Performance based incentives.

· Generous bonus levels.

· Full on the job training & support.

· Fun working environment and culture.

. Great opportunity for advancement.