IT Help Desk - Support Specialist

Summary

The IT Help Desk Support Specialist is a hybrid position combining responsibilities from desktop support, field operations, and foundational systems/networking tasks. This role provides hands-on support for hardware, software, network infrastructure, and field installations.

About the Role

This position replaces and upgrades the former “IT Help Desk” role, emphasizing greater technical depth, field readiness, and independence.

Responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, and user applications.
• Configure and manage Active Directory accounts, permissions, and related resources.
• Use scripting tools (e.g., PowerShell, Python, Bash) to automate tasks or assist in deployments.
• Maintain documentation for systems, user requests, and IT processes.
• Travel to operational sites to install, repair, and support IT systems and infrastructure.
• Install, terminate, test, and troubleshoot low-voltage network cabling (Cat5e/Cat6).
• Set up and maintain networking equipment including switches, routers, and wireless devices.
• Conduct IT setup and teardown for new locations, relocations, and project deployments.
• Troubleshoot and support issues related to IP networking, subnets, VLANs, and wireless coverage.
• Collaborate with infrastructure engineers to resolve escalated issues.
• Provide input on site readiness, connectivity, and environmental IT requirements.

Requirements

• Technical Competencies:
• 3+ years of experience in desktop or field technical support.
• Proficiency with Windows OS, Microsoft 365, and Active Directory.
• Familiarity with low-voltage cabling standards, labeling, and termination.
• Working knowledge of networking protocols and IP configuration.
• Basic scripting skills in languages such as PowerShell, Python, or Bash.
• Soft Skills:
• Excellent troubleshooting and customer service skills.
• Strong written and verbal communication.
• Self-motivated, dependable, and capable of working independently in the field.
• Comfortable with fast-paced environments and managing multiple priorities.
• Other Requirements:
• Valid driver’s license and reliable transportation.
• Ability to lift 50 lbs and perform physical tasks such as climbing ladders, reaching, or working in confined spaces.
• Availability for after-hours support or emergency response.
• Relevant IT certifications (e.g., CompTIA A+, Network+) preferred.

Qualifications

• Technical Competencies:
• 3+ years of experience in desktop or field technical support.
• Proficiency with Windows OS, Microsoft 365, and Active Directory.
• Familiarity with low-voltage cabling standards, labeling, and termination.
• Working knowledge of networking protocols and IP configuration.
• Basic scripting skills in languages such as PowerShell, Python, or Bash.
• Soft Skills:
• Excellent troubleshooting and customer service skills.
• Strong written and verbal communication.
• Self-motivated, dependable, and capable of working independently in the field.
• Comfortable with fast-paced environments and managing multiple priorities.
• Other Requirements:
• Valid driver’s license and reliable transportation.
• Ability to lift 50 lbs and perform physical tasks such as climbing ladders, reaching, or working in confined spaces.
• Availability for after-hours support or emergency response.
• Relevant IT certifications (e.g., CompTIA A+, Network+) preferred.

Skills

• Technical Competencies:
• 3+ years of experience in desktop or field technical support.
• Proficiency with Windows OS, Microsoft 365, and Active Directory.
• Familiarity with low-voltage cabling standards, labeling, and termination.
• Working knowledge of networking protocols and IP configuration.
• Basic scripting skills in languages such as PowerShell, Python, or Bash.
• Soft Skills:
• Excellent troubleshooting and customer service skills.
• Strong written and verbal communication.
• Self-motivated, dependable, and capable of working independently in the field.
• Comfortable with fast-paced environments and managing multiple priorities.
• Other Requirements:
• Valid driver’s license and reliable transportation.
• Ability to lift 50 lbs and perform physical tasks such as climbing ladders, reaching, or working in confined spaces.
• Availability for after-hours support or emergency response.
• Relevant IT certifications (e.g., CompTIA A+, Network+) preferred.

Benefits

• Competitive wages
• Comprehensive benefit package
• Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment