Help Desk Specialist

Job Overview
As a Helpdesk Specialist, you will be the frontline hero in our IT support team, delivering exceptional technical assistance and customer service to our users. The Help Desk Specialist provides advanced technical support within the Service Desk team. Acting as a second-tier resource, this role involves handling intermediate-level issues escalated by Level 1 Technicians, supporting a broader range of IT systems, and playing a critical role in ensuring high service standards for our clients. The Help Desk Specialist also mentors junior technicians and contributes to improving support documentation and processes

What you’ll do

• Provide technical support for intermediate-level hardware and software and network issues various operating systems.
• Troubleshoot intermediate issues related to Windows, Microsoft 365, Active Directory, and common line-of-business applications.
• Provide support and coaching to junior help desk technicians.
• Assist users with desktop support, VPN configurations, and firewall settings to ensure secure access to IT resources.
• Troubleshoot software problems using tools like Autotask or ConnectWise to track and resolve incidents effectively.
• Communicate clearly with users to understand their needs and provide timely solutions.
• Provide support and coaching to junior help desk technicians.
• Assist with onboarding new Help Desk technicians.
• Document issues, resolutions, and processes in the knowledge base,

Qualifications

• Education: Associate’s degree in Information Technology, Computer Science, or a related field or equivalent work experience.
• Experience: Minimum of 3 years of experience in IT support or a related technical role.
• Skills:
• Proficient in supporting Microsoft 365 applications, Windows OS, and Active Directory.
• Familiarity with RMM and PSA tools.
• Strong problem-solving skills and the ability to handle pressure in a fast-paced environment.
• Ability to work independently and in a team-oriented environment.
• Excellent communication skills—both written and verbal—with a strong customer service orientation.

Preferred Qualifications:

• IT certifications (e.g., CompTIA Network and A , Microsoft, Jamf, and Google Certifications).
• Experience with remote support tools and systems.
• Understanding of security protocols related to VPNs and firewalls.

Key Performance Indicators for Role:

·First Call Resolution (FCR) Rate

o Percentage of issues resolved during the first interaction without escalation.

Tickets Closed per Day

o Number of tickets successfully managed and closed daily

Weekly Utilization Rates

o Measure hours on tickets.

Why you’ll love it here

We’re dedicated to fostering an environment where you can thrive both personally and professionally. Our commitment extends beyond just work; we prioritize your well-being through comprehensive benefits that support your life’s journey.

Our benefits include:

• A supportive work culture that values your contributions.
• Opportunities for professional development and career advancement.
• Access to resources that promote physical and mental wellness.
• Flexible work arrangements that help balance your personal life.

About us
Join our dynamic team where technology meets exceptional service! We are passionate about empowering individuals through innovative solutions, ensuring that every user experience is seamless. Together, we create an environment where collaboration thrives, ideas flourish, and every team member is valued for their unique contributions.

Equal Opportunity Employer Statement:

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: $24.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance

People with a criminal record are encouraged to apply

Application Question(s):

• Are you local to RI
• What is are you salary requirements
• Do you have experience working with a ticketing system such as Autotask, ConnectWise? What type of tickets did you work on? Please explain.
• Do you have experience with Microsoft 365/Entra and Azure? If so how many years?
• What were some of the escalation tickets that you worked on and how did you resolve the issue? Please explain.
• How do you prioritize tasks when managing multiple client environments and deadlines?
• Do you have experience with the following manufacturers networking equipment including HP, Cisco, SonicWALL, Ruckus? If so, how long and please explain.
• Do you have any certifications such as Comp TIA Network , CompTIA Security etc. Please list certifications and dates
• Have you worked with Windows Server Operating Systems? If so, how long?

Experience:

• IT Support: 3 years (Required)

Ability to Commute:

• Cranston, RI 02920 (Required)

Work Location: In person

Salary : $24 - $28