Help Desk Specialist

About Our Client

An exciting opportunity is available for a **Tier 1 Help Desk Specialist** to work remotely or in a hybrid capacity out of West Chester, PA. As a member of the Help Desk Team, the Help Desk Specialist will respond to inquiries and requests for assistance with the organization’s computer systems and applications, while identifying, analyzing, and troubleshooting various issues.

This role focuses on resolving ticket inquiries efficiently to eliminate recurrences and reduce overall calls to the help desk. The ideal candidate will be motivated to grow in their career, extremely reliable, and possess excellent communication and troubleshooting skills.

Responsibilities

– Provide IT support services to end-users, ensuring a focus on helping them achieve positive business outcomes.

– Troubleshoot Windows and Office applications as well as basic end-user networking issues.

– Set up printers and install and configure end-user laptops and desktops, along with managing phone systems.

– Monitor and maintain the helpdesk system.

– Log all tickets in the CRM tool.

– Monitor RMM alerts.

– Train users on the use of the network, email, telephones, and other software, as well as IT policies and procedures.

– Provide prompt responses and clear communication for all Help Desk requests.

– Proactively identify and resolve problems, research answers, and provide resources to other IT staff and users.

– Offer network support services, including administering Active Directory, creating and assigning user IDs, and maintaining file and directory permissions, as well as installing and updating software on servers and PCs.

– Manage Office 365 users.

– Support VOIP phone systems, including new phone line installations, adds, moves, and changes.

– Administer system-wide anti-virus and anti-malware software.

Requirements

– Active Directory management (user creation, password changes, group assignment) (2+ years)

– Office 365 administration (user creation, password changes, licensing management) (2+ years)

– VPN troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ years)

– Desktop troubleshooting (2+ years)

– Printer deployment via GPO (2+ years)

– Solid understanding of local area networks (DNS, DHCP, IP)

Qualifications

– Associate Degree/Bachelor’s degree and/or related certification preferred.

– 1-3 years of experience in an MSP environment preferred.

– A+ Certification required.

– Superior customer service skills and strong verbal/written communication skills, with the ability to engage effectively with both novice users and experienced professionals in a professional manner.

– Ability to prioritize and escalate issues as needed to ensure exceptional customer service.

– Capability to work effectively independently and within a team environment.

– Effective time management to ensure timely response to customer incidents.

– Ability to utilize remote tools, such as remote assistance and TeamViewer.

– Experience supporting Lenovo and Dell hardware.

– Working experience with replacing and/or upgrading end-user systems.

– Proven track record in a high-volume support desk with demonstrated first call resolution.

– Experience in DENTAL environments is highly desired.

Benefits

– Healthcare benefits (medical, dental, and vision).

– Paid time off (including public holidays).

– 401(k) retirement plan.

– Life insurance.

– Hybrid or remote work environment.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is required to sit for long periods of time. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.