What are the responsibilities and job description for the IT Help Desk position at AMX?
Overview
Join our dynamic IT support team as a Help Desk Specialist, where you'll be at the forefront of delivering exceptional technical assistance to users across various departments. This role offers an exciting opportunity to troubleshoot, resolve, and escalate a wide range of hardware and software issues, ensuring seamless computer management and optimal IT infrastructure performance. Your proactive approach and excellent communication skills will help foster a positive user experience and maintain the stability of our organization's technology environment.
Duties
- Technical Troubleshooting Skills — Ability to diagnose and resolve hardware, software, and network issues quickly, while also identifying when assets need repair, replacement, or retirement based on recurring problems.
- Attention to Detail & Documentation — Keeps accurate, up-to-date records of all tickets, resolutions, and asset lifecycles (purchase dates, warranties, assignments, and disposals) to ensure full auditability.
- Asset Tracking & Inventory Awareness — Maintains a clear understanding of what hardware and software exists in the environment, who it's assigned to, and its current status — reducing shadow IT and untracked devices.
- Strong Communication & User Empathy — Translates technical issues into plain language for end users, sets expectations on resolution timelines, and follows up proactively — keeping users informed without frustration.
- Process & SOP Adherence — Follows established procedures for ticket handling, asset check-in/check-out, onboarding/offboarding equipment, and software licensing — ensuring consistency, compliance, and accountability across the IT environment.
Skills
- Strong technical support skills with the ability to troubleshoot hardware failures and software malfunctions efficiently.
- Proficiency in managing various operating systems.
- Knowledge of computer networking concepts such as setup, VPN access, firewall configuration, and network security protocols.
- Experience with desktop support tasks involving computer hardware installation, upgrades, and maintenance.
- Familiarity with help desk ticketing systems for incident tracking and resolution documentation.
- Ability to communicate complex technical information clearly to non-technical users with excellent customer service skills.
- Understanding of IT infrastructure components including routers, switches, firewalls, and basic server management. This role is ideal for motivated individuals eager to develop their IT support expertise while making a tangible impact on organizational productivity. If you thrive in fast-paced environments where problem-solving skills are valued and continuous learning is encouraged — this is your chance to shine!
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person