Help Desk Specialist

About The Opportunity

A fast-growing leader in the home improvement and bathroom renovation sector, we deliver high-quality, custom bathroom solutions to homeowners and contractors across the U.S. Our customer-centric mission thrives on seamless support, smart technology, and a passionate team that turns installation challenges into stress-free experiences. As we scale operations, we're seeking a proactive Help Desk Specialist to ensure our internal systems and field teams stay powered, productive, and problem-free.

Role & Responsibilities

• Provide Tier 1 and Tier 2 technical support for internal staff and field crews using company systems, software, and mobile tools.
• Diagnose and resolve hardware, software, and network issues across desktops, laptops, tablets, and mobile devices.
• Document and track all support tickets using a centralized ticketing system to ensure timely resolution and knowledge retention.
• Collaborate with IT and operations teams to escalate complex issues and implement preventative solutions.
• Onboard new employees with system access, tools, and training materials to ensure smooth operational ramp-up.
• Contribute to improving help desk processes and documentation to reduce repeat issues and increase team efficiency.

Skills & Qualifications

Must-Have

• Windows OS
• Microsoft 365 (Outlook, Teams, SharePoint)
• Remote desktop support tools (e.g., AnyDesk, TeamViewer)
• Active Directory
• Helpdesk ticketing systems (e.g., Jira, Zendesk, Freshservice)
• TCP/IP networking fundamentals
• Hardware troubleshooting
• Customer service mindset

Preferred

• Experience supporting mobile workforce or field operations
• Familiarity with CRM or ERP systems (e.g., Salesforce, NetSuite)
• Basic understanding of VoIP or telephony systems

Benefits & Culture Highlights

• On-site role with a collaborative, hands-on team environment—no remote work, but strong team camaraderie.
• Opportunity to grow into IT infrastructure or systems analyst roles as the company scales.
• Supportive leadership that values problem-solving, initiative, and clear communication.