Help Desk Support Specialist

About the Company: Secure Data Technologies is looking for a Help Desk Support Specialist to join our TAC Team, who thrives in environments where precision, process, and accountability are the baseline, not the goal. At Secure Data Technologies, we’re redefining IT solutions for businesses globally. From managed services, cybersecurity to cloud transformation, we help our clients grow, stay secure, and unlock their IT potential. We’re a passionate, innovative team that thrives on tackling the toughest challenges and staying ahead of the technology curve.

About the Role: This role is built for someone who takes pride in solving technical issues with accuracy, communicates clearly, and treats documentation as part of the job, not an afterthought. As the first line of technical support for our clients, you’ll be responsible for triaging incoming requests, resolving Tier 1 issues, documenting findings thoroughly, and escalating only when necessary. This role requires someone who can think methodically, manage their workload without needing micromanagement, and stay composed under pressure.

Initial Training Schedule: Monday through Friday, 8:00 AM to 5:00 PM. Training will be conducted on-site at our O’Fallon, IL headquarters.

Post-Training Schedule & Location: Upon completion of initial training, the position will transition to on-site at AltonWorks, Monday through Friday, 8:00 AM to 5:00 PM.

Responsibilities:

• Serve as the initial point of contact for client-reported technical issues via phone, email, or chat
• Troubleshoot and resolve common hardware, software, and network problems
• Document all client interactions, troubleshooting steps, and outcomes in the ticketing system
• Escalate complex issues appropriately and ensure smooth handoffs to Tier 2 or engineering
• Maintain accurate and detailed technical documentation, including internal knowledge base articles
• Proactively monitor tickets, provide regular updates to clients, and ensure resolution expectations are met
• Use monitoring tools and other diagnostics to identify issues before clients do
• Support a culture of learning and consistency by sharing solutions and process improvements with the broader team

Qualifications:

• 1–3 years in a technical support, help desk, or MSP environment
• Strong troubleshooting skills with Windows OS, Microsoft Office, and basic networking
• Proficiency with ticketing systems (ConnectWise, Autotask, Zendesk, or similar)
• Clear written and verbal communication
• Ability to manage multiple open issues while staying organized and client-focused
• CompTIA A or Network preferred
• Associate’s Degree or relevant technical training preferred

Required Skills:

• Someone who values accuracy over speed but understands how to balance both under pressure
• Comfortable working independently and owning their workload without constant oversight
• Able to translate technical language into plain English when communicating with non-technical clients
• Willing to follow processes, but also suggest improvements when better approaches are evident
• Naturally analytical, detail-oriented, and motivated to close every loop

Preferred Skills:

• CompTIA A , Network , or Microsoft Modern Desktop Administrator
• ITIL Foundation or HDI-SCA a plus

Benefits:

• Generous PTO package - 15 days (3 weeks minimum) for full-time employees
• Full benefits package, health, dental, vision provided by UHC
• Secure Data covers 100% of the employee-only dental premium, providing essential dental coverage at no cost to the employee
• Retirement plan with a 3% employer contribution
• Ongoing professional development, industry certifications, and growth opportunities
• Life insurance options, STD, and LTD coverages

Equal Opportunity Statement: Secure Data Technologies, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law, in compliance with Title VII of the Civil Rights Act of 1964.