Help Desk Specialist

Summary

Join IMO's Enterprise IT team as a Service Desk Specialist and provide seamless IT support to employees, consultants, and interns, both onsite and remotely. You will focus on exceptional customer service and technical expertise to maintain operational efficiency and productivity. Your responsibilities include resolving incidents and service requests, escalating complex issues, and contributing to process improvements. You'll work collaboratively with a team to prioritize and address technical issues, build strong cross-departmental relationships, and uphold best-in-class customer service. This role offers opportunities to develop creative technical solutions and expand your technical capabilities.

Requirements

• 2–3 years of service desk experience
• Strong expertise in troubleshooting workstation and laptop hardware/software, Microsoft Windows 10, and Office 365
• Demonstrated commitment to excellent customer service and teamwork
• Logical thinking and the ability to resolve issues efficiently
• Capacity to thrive in a fast-paced environment, learn new skills, and meet deadlines

Responsibilities

• Provide exceptional technical support for IMO employees, consultants, and interns
• Diagnose, troubleshoot, and resolve hardware, software, and network issues for local and remote end-users
• Educate end-users on the effective use of IT-supported hardware and software applications
• Log and manage incidents using an established tracking system; monitor progress, identify patterns, research solutions, and document resolutions
• Address Windows and Mac OS issues, including researching, testing, and implementing solutions
• Configure new and existing workstations, peripherals, and services according to EIT standards

Preferred Qualifications

• Understanding of DNS, DHCP, VLAN, ACL, VPN, and QoS
• A+ certification, Mac OS experience, or a degree in Computer Science