Remote Help Desk Specialist

We currently have an exciting opportunity available for a Help Desk Specialist to work remotely or hybrid out of our West Chester, PA office, Monday - Friday, 8:00 am - 5:00 pm EST. As a member of the Help Desk Team, the Help Desk Specialist responds to inquiries and requests for assistance with the organization’s computer systems and applications and identifies, analyzes, and troubleshoots these issues. The Help Desk Specialist resolves ticket inquiries with the aim of eliminating recurrences and reducing calls to the help desk. We are looking for someone who is motivated to grow in their career, extremely reliable with excellent communication and troubleshooting skills.

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 help desk 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

Ideal candidate will have the following experience:

• Active Directory management (user creation, password changes, group assignment) (2+ Years)
• Office 365 administration (user creation, password changes, licensing management) (2+ Years)
• VPN Troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ Years)
• Desktop Troubleshooting (2+ Years)
• Printer Deployment via GPO (2+ Years)
• Solid understanding of local area network (DNS, DHCP, IP)

Qualifications:

• Associate Degree/Bachelor’s Degree and/or related certification preferred

• 1-3 years’ experience in MSP environment preferred

• A+ Certification required

• Must have 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

• Experience in DENTAL environments highly desired

• Health care plan (Medical, Dental, and Vision)

• Paid Time Off (and public holidays)

• 401(k) retirement plan

• Life insurance

• Hybrid or remote work environment

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also required to sit for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.