Help Desk Specialist
About the role
VLS Environmental Solutions, LLC, is a recognized leader in providing sustainability solutions, with three divisions providing industry-leading services. The Help Desk Specialist role is foundational to the Information Technology team, responsible for delivering reliable, consistent, and business-aligned technical support to end users.
Job Summary
At VLS Environmental Solutions, the Help Desk Specialist is a foundational member of the Information Technology team, responsible for delivering reliable, consistent, and business-aligned technical support to end users. This role operates within a service-driven IT model, where responsiveness, accountability, and quality directly impact business operations. The Help Desk Specialist contributes to the stability, security, and usability of the IT environment by supporting users, maintaining system integrity, and reinforcing standardized processes.
Job Duties
- Provide timely and effective technical support to end users, ensuring consistent and professional service experience.
- Maintain established service level expectations for response and resolution, contributing to overall IT service performance and user productivity.
- Diagnose and resolve technical issues related to hardware, software, and user access.
- Escalate complex or unresolved issues with clear documentation and context.
- Accurately document all support activity in the help desk system.
- Follow established procedures and contribute to a consistent and auditable support environment.
- Aid users with system usage and troubleshooting.
- Support onboarding and training efforts to improve user self-sufficiency.
- Support enforcement of IT security policies and guide users on proper system usage.
- Identify and escalate potential risks or suspicious activity.
- Maintain accurate inventory of IT assets and device assignments.
- Support device setup, refresh, and recovery processes.
- Perform routine system checks, updates, and maintenance.
- Ensure systems remain compliant with patching and configuration standards.
- Work with external vendors to resolve hardware and software issues.
- Ensure issues are tracked and resolved according to internal processes.
Requirements
- Associate’s degree or equivalent experience in IT or related field.
- 3 plus years of technical support experience.
- Prior IT experience supporting industrial or environmental services operations such as waste management, rail, marine, logistics, or other field-based, multi-site industrial environments preferred.
- Basic knowledge of Microsoft 365, Windows OS, and endpoint support.
- Strong troubleshooting and problem-solving skills.
- Clear communication and customer service mindset.
- Able to follow structured processes and documentation standards.
- Bilingual in English and Spanish required.
- Exposure to ITSM or help desk systems.
- Basic understanding of IT security practices.
Skills
- Microsoft 365, Windows OS, and endpoint support.
- Strong troubleshooting and problem-solving skills.
- Clear communication and customer service mindset.
- Structured processes and documentation standards.
- IT security practices.
Benefits
- Medical, Dental and Vision Insurance.
- Flexible Spending Accounts (FSA) and Healthcare Saving Accounts (HSA).
- Time Off.
- Employee Assistance Program.
- Telemedicine.
- 401(k) - Generous 401(k) matching program after 90 days of employment.
- Life and Disability Insurance.
- Voluntary Life Protection Plans.
- Rewards and Recognition Programs.
- Free One on One financial planning with a certified Financial Planner/Coach.
- Employee Discount Program.
Pay
$58,000 - $65,000 per year.