Helpdesk Specialist

Helpdesk Specialist – Job Description

Position Title: Helpdesk Specialist
Department: Information Technology
Location: Farmington (with occasional travel to the remote offices if needed)
Employment Type: Full‑Time

Position Overview

The Helpdesk Specialist provides frontline technical support for approximately 130 Windows PC users, 100 mobile device users, 130 VoIP phones, and 60 networked printers across ten office locations in the Southwest region. This role ensures prompt resolution of IT issues, excellent customer service, and reliable day‑to‑day operation of the company’s technology environment.

The ideal candidate is highly organized, customer‑focused, and experienced in Microsoft‑based systems within a multi‑site environment.

Key Responsibilities

End‑User Support

• Provide Tier 1–2 technical support for Windows desktop/laptop systems, mobile devices (iOS/Android), printers, and VoIP phones.
• Respond to requests and communications in a timely and professional manner.
• Troubleshoot hardware, software, and network issues; escalate to senior IT staff when necessary.
• Assist users with Microsoft and other applications, account access, and system navigation.
• Support remote workers and resolve connectivity issues.

Device & System Administration

• Configure, deploy, and maintain Windows PCs, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and security groups within Microsoft 365 and Active Directory.
• Perform installation, updates, and patching of software and supported systems.

Network & Telecommunications Support

• Provide basic support for network connectivity across all offices.
• Configure and troubleshoot VoIP phones, voicemail, and call routing issues.

Operational Maintenance

• Maintain accurate inventory of IT assets including but not limited to PCs, mobile devices, printers, and phones.
• Document troubleshooting steps, procedures, and recurring issues.
• Assist with lifecycle management, including device replacement and upgrades.
• Monitor system alerts, backups, and routine maintenance tasks as assigned.

Customer Service & Communication

• Deliver a high level of customer service to employees with varying levels of technical expertise.
• Communicate issue status, resolutions, and recommendations clearly and professionally.
• Work collaboratively with IT leadership to identify opportunities for process improvement.

Qualifications

Required

• 2 years of experience in a helpdesk, desktop support, or IT support role.
• Strong knowledge of Microsoft Windows 10/11, Microsoft 365, and standard business applications.
• Experience supporting mobile devices (iOS and/or Android).
• Familiarity with VoIP phone systems and networked printers.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi).
• Excellent problem‑solving skills and attention to detail.
• Strong interpersonal and communication skills.

Preferred

• Experience supporting multi‑site environments.
• Familiarity with Active Directory, Azure AD, and MDM solutions (Intune, etc.).
• CompTIA A , Network , or similar certification.
• Experience in industrial services, field services, or similar environments.

Working Conditions

• Occasional travel to regional office locations.
• Ability to lift and carry equipment (up to 50 lbs.).
• Must be able to work on-site full time; occasional after-hours support during outages or maintenance windows may be required.

Why Join Us?

• Work in a dynamic and hands‑on IT environment supporting essential operations.
• Opportunities for professional growth and cross‑training.
• Contribute meaningfully to a team that supports critical industrial field services across the Southwest.
• Medical, dental, and vision insurance
• Paid Time Off/ Sick Time
• 401(k) retirement plan with company contribution/ Profit Share Plan