Helpdesk Specialist

Job Summary

We are seeking a highly skilled and customer-focused technical support professional to deliver responsive tier 1 and tier 2 deskside, remote, and walk-up support to contractors and employees across the organization. This role serves as a primary point-of-contact for technology service requests, hardware and software troubleshooting, deployment, and repair of desktop and laptop systems, peripherals, and a wide range of enterprise applications. The ideal candidate thrives in a fast-paced environment, demonstrates strong problem-solving abilities, and is committed to maximizing technology availability and end-user productivity through professional, courteous service delivery.

Responsibilities

• Provide hardware and software technical support for contractor and employee PCs both remotely and deskside, utilizing admin tools to ensure efficient issue resolution

• Configure, deploy, maintain, and relocate desktops, laptops, and peripheral devices as directed for business customers

• Use ITSM systems to track all issues in accordance with established and documented procedures

• Report and follow up on unusual, alarming, or recurring problems to the appropriate level of management

• Enforce IT policies and procedures to maintain security and compliance standards

• Prioritize outstanding issues, manage user expectations, and expedite escalations requiring advanced technical or customer service ability

• Escalate complex issues beyond tier 2 scope to Level 3 support teams as appropriate

• Utilize existing methodologies, structures, and reports to facilitate consistent, standardized interaction with supported business areas

• Identify and implement process improvements to enhance deskside support operations and challenge the current environment constructively

• Provide training to new technicians and contractors to ensure process compliance and high operational efficiency

• Maintain inventory at selected sites, ensuring proper receipt procedures and equipment movement throughout the region

• Regularly communicate and collaborate with team members, management, and business stakeholders

Skills

• Expert knowledge of current PC technology, operating systems, applications, devices, and networking (wired and wireless)

• Proficiency in Windows administration and MS Office suite support

• Strong hardware and software diagnostics, troubleshooting, and repair capabilities

• Experience supporting VPN, email, intranet, internet, and proprietary enterprise applications

• Familiarity with ITSM platforms for incident tracking and documentation

• Excellent customer service, communication, and interpersonal skills

• Strong problem-solving skills with the ability to manage and prioritize multiple issues simultaneously

• Ability to train and mentor junior technicians and contractors

• Commitment to continuous process improvement and operational excellence

Experience

• Minimum 2–5 years of experience in PC hardware and software diagnostics, troubleshooting, and repair

• Demonstrated experience providing tier 1 and tier 2 technical support in a corporate or enterprise environment

• Experience with desktop and laptop deployment, configuration, and lifecycle management

• Prior experience with inventory management and equipment tracking preferred

Qualifications

• Associate degree in an IT-related field preferred, or equivalent professional experience

• Industry certifications such as CompTIA A , Network , or Microsoft certifications are preferred

This is an outstanding opportunity to join a dynamic and mission-driven technology team where your expertise will directly impact the productivity and satisfaction of a large, diverse workforce. You will have the chance to grow professionally through hands-on experience with enterprise-level systems, meaningful collaboration with skilled colleagues, and a culture that values innovation, continuous improvement, and exceptional service delivery.

The closing date for applications for this job posting is 7/17/2026.

Should you require any accommodations in responding to this job posting or at any stage during the application process, kindly e-mail : xcelenergyprogramoffice@magnitglobal.com