What are the responsibilities and job description for the Help Desk Specialist position at Thompson Solutions Group?
About Thompson Solutions Group:
Thompson Solutions Group is a leading electrical and mechanical contractor and technology integrator dedicated to connecting Midwest businesses with innovative and sustainable solutions. Our focus on quality, efficiency, safety, and security helps ensure our clients’ success in an ever‑evolving technological landscape. We also offer an Employee Stock Ownership Plan (ESOP) as a benefit to eligible employees, allowing them to share in the company’s long‑term success.
Position Overview:
We are seeking a Level II IT Help Desk Specialist to provide efficient and effective technical support to end-users, ensuring a reliable and satisfactory computing experience. This role is part of our Managed IT Solutions team, dedicated to maintaining secure, supported, and fully operational client environments.
Key Responsibilities:
- Customer Support: Respond promptly and courteously to end-user inquiries and ticket assignments by phone, email, or in person.
- Troubleshooting and Escalation: Diagnose and resolve technical issues according to Help Desk standards and procedures. When necessary, escalate complex issues to higher-level support for timely resolution.
- Documentation: Maintain detailed records of support requests and resolutions in the ticketing system.
- Installation and Configuration: Assist in the installation, configuration, and maintenance of computer systems, software applications, and peripherals.
- User Education: Educate end users on basic system usage, best practices, and preventative measures to enhance their IT literacy.
- Collaboration: Work with all Thompson Solutions Group teams to foster teamwork, contribute to strategic growth, and enhance the workplace environment.
- Professional Growth: Engage in learning opportunities, stay current with technological advances, and follow systems and security information to provide proactive and preventative solutions to clients.
Required Skills and Experience:
- Excellent communication and customer service skills.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously with strong organizational and time-management skills.
- Availability to work occasional planned weekends for installations and participate in the rotational on-call support team schedule.
- Advanced technical support and troubleshooting skills for complex IT issues, with the ability to collaborate with engineering and other teams when necessary.
- Experience in developing and maintaining knowledge base articles and documentation.
- Proficiency in documenting and tracking support requests in a ticketing system.
- Participation in IT project planning and execution.
- Ability to analyze trends in support requests to identify recurring issues and propose long-term solutions.
- Conduct regular audits of hardware and software assets.
- Strong foundational knowledge in network fundamentals, including TCP/IP, DNS, DHCP, Active Directory, wired and wireless networking, and cloud solutions.
Educational and Experience Requirements:
- Associate's or Bachelor's Degree in Information Technology, Computer Science, or a related technical discipline.
- Four or more years of related work experience, including three or more years in a Level I support role or equivalent.
- Relevant technical certifications or proven experience in the field.
Thompson Solutions Group is an Equal Employment Opportunity (EEO) Employer.