Help Desk Specialist Jobs

We currently have an exciting opportunity available for a Help Desk Specialist to work remotely or hybrid out of our West Chester, PA office. As a member of the IT End User Technology Team, the Help Desk Specialist responds to inquiries and requests for assistance with the organization's computer systems and applications and identifies, analyzes, and troubleshoots these issues. The Help Desk Specialist resolves ticket inquiries with the aim of eliminating recurrences and reducing calls to the help desk. We are looking for someone who is motivated to grow in their career, extremely reliable with excellent communication and troubleshooting skills.

Responsibilities

• Setting up printers, installing and configuring end-user laptops and desktops, and phone system administration
• Providing network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on servers and PCs
• Office 365 user management
• Administering system-wide anti-virus and anti-malware software
• Logging all tickets in our CRM tool
• Supporting VOIP phone system including new phone line installation, adds, moves, and changes
• Monitoring RMM alerts
• Proactively identifying and resolving problems, researching answers, and providing resources to other IT staff and users
• Providing IT support services to End-Users with a focus on helping them achieve positive business results
• Providing prompt responses and clear communication for all Helpdesk requests
• Troubleshooting Windows and Office applications and basic end-user networking issues
• Training users on the use of the network, email, telephones, and other software, as well as on IT policies and procedures
• Monitoring and maintaining the helpdesk system

Requirements

Ideal candidate will have the following experience:

• Office 365 Administration (User creation, password changes, Licensing management) (2+ Years)
• Printer Deployment via GPO (2+ Years)
• VPN Troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ Years)
• Active Directory Management (User creation, password changes, group assignment) (2+ Years)
• Desktop Troubleshooting (2+ Years)
• Solid understanding of local area network (DNS, DHCP, IP)

Qualifications:

• A+ Certification required
• Associate Degree/Bachelor's Degree and/or related certification preferred
• Ability to utilize remote tools such as remote assistance and TeamViewer
• 1-3 years' experience in MSP environment preferred
• Must have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
• Must have proven track record in a high-volume support desk with proven first call resolution
• Experience in DENTAL environments highly desired
• Ability to prioritize and escalate issues as needed to ensure exceptional customer service
• Ability to work effectively independently and within a team environment
• Experience supporting Lenovo and Dell hardware
• Working experience with replacing and/or upgrading an end user from one system to another

Benefits

• Paid Time Off (and Public Holidays)
• Health Care Plan (Medical, Dental, and Vision)
• Hybrid Work Environment
• 401(k) Retirement Plan
• Life Insurance

Physical Demands

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