Service Desk Specialist

The Arcticom Group ("TAG") is a U.S.-based network of commercial and industrial mechanical services companies that provide HAVCR service, maintenance, and installation services throughout North America. TAG is committed to being an “employer of choice” and ensuring employees have a home where they can learn and grow. With competitive compensation and an attractive benefits package, TAG is an exciting place to work. The Arcticom Group is looking for the right candidate to fill our Service Desk Specialist role. We need someone with a strong information technology foundation and hands-on experience supporting end users in a fast-paced service environment. The ideal candidate will possess solid knowledge of desktop operating systems, hardware, software applications, and networking fundamentals, along with a passion for delivering exceptional customer service. Strong troubleshooting skills, attention to detail, and the ability to communicate technical information in a clear and professional manner are essential. Success in this role requires a customer-first mindset, a collaborative approach, and the ability to remain calm and effective when supporting users through technical challenges. Service Desk Specialists are well-versed in today's most common hardware, software, and networking technologies. In addition to strong technical aptitude, backed by at least two years of IT support experience, this individual is an excellent communicator who can confidently guide clients through issues ranging from routine support requests to critical business-impacting incidents. The pace and complexity of this environment often exceed that of a traditional help desk, requiring strong prioritization, problem-solving, and multitasking skills. The ideal candidate understands the importance of responsiveness, follows through on commitments, and proactively communicates updates and expected resolution timelines to end users, ensuring a positive support experience from start to finish. Position Responsibilities Answer Help Desk phonesProvide Level 1 phone supportITSM Ticket System AdministrationMDM AdministrationEnsures that all trouble report findings and resolutions are thoroughly documented in the trouble ticketing system.Check Backup Logs daily and update the tickets or reportsCheck Anti-virus twice weeklyMaintain accurate inventory for all IT hardware and softwareAlertingWatch the consoles for new alertsEscalate as requiredPortal/RSM managementPatchingComplete the overnight patching schedule defined by MSSTrack to make sure patched machines come back onlineCreate Patch True ReportParticipate in successful completion of project work including analysis, design, development, documentation, and testing of client network operationsPerform quality assurance activities to ensure standardization of best practicesBackup MaintenanceConfiguration of standard POP, SMTP & Exchange clients including OutlookInstallation, configuration, troubleshooting and customization of MS Office Suite applications per customer preferencesUnderstanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAsConfigure file, print and remote access servicesAdministration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backupAdministration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliasesTakes ownership of tasks and follows through to ensure complete resolutionTakes a personal interest in, and responsibility for, quality of work they perform or are associated withAbility to pay close attention to detail while performing technically detailed tasksAbility to deal effectively with stressful situationsAbility and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team membersAbility to provide accurate time estimates for how long a task will takeUnderstands that the success of individuals is measured by the success of their teamsAbility to quickly learn new technologies through the use of self-study materials and intuitionAbility to articulate technical information clearly and simply to non-technical peopleEnjoys helping people to the extent that no problem is considered mundane, no matter how simple the solutionIs self-motivated and can be self-directed when necessaryTeam Collaboration - Enjoys sharing information, supporting others, and working on a team to achieve team goals Knowledge, Skills, And Abilities Experience required with Windows desktop operating systemsExperience Procurement ScopingUnderstanding of TCP/IP and troubleshooting Internet connectivityExperience with routers and firewallsExperience with Terminal ServicesUnderstanding of relationship between switches, hubs, patch panels and connecting nodes to a networkUnderstanding of DNS servicesWorking Knowledge of Wireless Technologies Credentials And Experience Helpdesk Support with 3 – 5 years experience3-5 years’ experience - Mobile Messaging Technologies3-5 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity SupportHas at least one certification. The following certifications are preferred: A+, Security+, Network+, AppleConsistently receives good client feedback