What are the responsibilities and job description for the Help Desk Specialist position at PCMAC Tech?
Overview
Join our dynamic team as a Help Desk Specialist and become the first line of support for our organization's IT infrastructure! In this energetic role, you will troubleshoot and resolve a wide range of technical issues, ensuring seamless technology operations for our users. Your expertise will help maintain high levels of customer satisfaction while supporting the daily technological needs of our staff. This paid position offers an exciting opportunity to develop your IT support skills in a fast-paced environment, making a real impact on our organization’s efficiency and user experience.
Duties
- Provide technical support and troubleshooting assistance for hardware, software, network, and operating systems across various platforms including Windows, macOS, and Linux.
- Manage customer support tickets efficiently using tools like ServiceNow, Jira, or BMC Remedy to document issues, track progress, and communicate resolutions.
- Troubleshoot equipment issues such as desktops, laptops, mobile devices, printers, and peripherals to minimize downtime.
- Support network troubleshooting activities involving LAN/WAN configurations, TCP/IP protocols, DNS management, VPN connectivity, firewalls, and Cisco Meraki devices.
- Maintain and support IT infrastructure components such as Microsoft Windows Server environments and Microsoft Office applications.
- Collaborate with network administration teams to resolve connectivity issues related to TCP/IP protocols or DNS settings.
- Support computer management tasks using SCCM (System Center Configuration Manager) for software deployment and updates.
- Aid in the configuration and troubleshooting of network security tools like firewalls and VPNs to ensure secure remote access.
- Provide desktop support for software applications including Office 365 suite and specialized enterprise tools like Jira or ServiceNow.
- Assist with the setup and maintenance of mobile devices and other IT equipment to ensure optimal performance.
- Communicate clearly with end-users to explain technical issues in an understandable manner while delivering exceptional customer service.
Experience
- Proven experience providing technical support or help desk services in a fast-paced environment.
- Strong knowledge of computer hardware components and operating systems such as Windows (including Windows Server), macOS, and Linux distributions.
- Hands-on experience troubleshooting network issues involving LAN/WAN setups, TCP/IP protocols, DNS configuration, VPNs, firewalls (including Meraki), and network administration tools.
- Familiarity with Active Directory management tasks including user account provisioning and GPO configuration.
- Experience managing customer support tickets using platforms like ServiceNow, Jira or BMC Remedy.
- Proficiency in Microsoft Office applications along with basic understanding of computer security principles.
- Ability to analyze complex technical problems quickly and develop effective solutions efficiently.
- Excellent communication skills combined with a customer-focused attitude to deliver outstanding IT support services.
Join us as a Help Desk Specialist where your technical expertise fuels our organization’s success! Bring your problem-solving passion to a role that challenges you daily while supporting a vibrant team dedicated to technological excellence!
Pay: $26.39 - $30.28 per hour
Work Location: In person
Salary : $26 - $30