IT Helpdesk Support Specialist


  • Single point of contact for all IT issues that are presented to the Service Desk via phone call, voicemail or email
  • Remotely troubleshoot IT related problems and resolve or escalate as appropriate
  • Troubleshoot hardware and software issues in a variety of environments with a focus on the Microsoft Office Suite and Windows XP/7
  • Troubleshoot VPN, remote access, and RDP
  • Application provisioning
  • Exceed defined metrics for critical, high, medium, and low priority tickets
  • Tracking and escalation of outages
  • Daily queue management including accurate logging of all requests and tracking of tickets
  • Perform data collection and tracking of incidents that may be used for root cause analysis
  • Setting up workstations
  • Installing and configuring hardware options
  • Dispatching technicians
  • Shipping/Receiving of product
  • Provide excellent customer satisfaction to all clients
  • Responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner
  • Willingness to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations
  • Interested in, and knowledgeable about current news, system information, problems, changes and updates relevant to our user community
  • Track personal time billings and report them in a timely manner
  • Complete training and obtain certifications as directed by Team Lead


  • Minimum 2 years of related help desk experience
  • A+ certification
  • Strong understanding of computers, with a demonstrated ability to troubleshoot
  • Knowledge of server operations, infrastructure, web interfaces and remote access tools
  • Candidate must have a vehicle and valid driver’s license


  • Experience supporting a Microsoft environment in a Help Desk or Desktop Support role
  • Experience with Microsoft Office XP / 2003 / 2007 / 2010
  • Experience with Windows XP / 7 and Active Directory
  • Experience with router / firewall / VPN
  • Cisco and Sonicwall firewall experience would be considered an asset
  • Microsoft certification would be considered an asset
  • Manufacturer Hardware certifications would be considered an asset

Desired Skills

  • Exceptional customer service and a passion for customer satisfaction
  • Pleasant and professional phone manner and superior interpersonal skills
  • Enjoys working with end users of all technical abilities
  • Strong team player
  • Ability to use of appropriate resources effectively
  • Great oral and written communication skills
  • Keen attention to detail
  • Excellent time management
  • Flexible and adaptable personality
  • Neat and professional appearance with the ability to maintain a professional work area
  • Adhere to company policies and procedures
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