Thinc Forward is hiring a
Help Desk Specialist

Summary

The job is for a Tier 1 Help Desk Specialist who will work remotely or hybrid from the West Chester, PA office. The role involves providing IT support services, troubleshooting various issues, and maintaining the helpdesk system.

Requirements

• Associate Degree/Bachelor's degree and/or related certification preferred
• 1-3 years' experience in MSP environment preferred
• A+ Certification required
• Superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
• Ability to prioritize and escalate issues as needed to ensure exceptional customer service
• Ability to work effectively independently and within a team environment
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
• Ability to utilize remote tools such as remote assistance and TeamViewer
• Experience supporting Lenovo and Dell hardware
• Working experience with replacing and/or upgrading an end user from one system to another
• Must have proven track record in a high-volume support desk with proven first call resolution

Responsibilities

• Providing IT support services to end-users with a focus on helping them achieve positive business results
• Troubleshooting Windows and Office applications and basic end-user networking issues
• Setting up printers, installing and configuring end-user laptops and desktops, and phone system administration
• Monitoring and maintaining the helpdesk system
• Logging all tickets in our CRM tool
• Monitoring RMM alerts
• Training users on the use of the network, email, telephones, and other software, as well as on IT policies and procedures
• Providing prompt responses and clear communication for all Help Desk requests
• Proactively identifying and resolving problems, researching answers, and providing resources to other IT staff and users
• Providing network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on servers and PCs
• Office 365 user management
• Supporting VOIP phone system including new phone line installation, adds, moves, and changes
• Administering system-wide anti-virus and anti-malware software

Preferred Qualifications

Experience in DENTAL environments highly desired

Benefits

• Health care benefits (medical, dental, and vision)
• Paid time off (and public holidays)
• 401(k) retirement plan
• Life insurance
• Hybrid or remote work environment