The Helpdesk Specialist provides technical assistance and support related to the Firm’s technology by responding to queries, running diagnostic programs, isolating problems, and identifying and implementing solutions. Assist with updates, upgrades and refresh of hardware and software applications.

JOB RESPONSIBILITIES

• Provide timely remote and on-site technical support to our clients.
• Diagnose, research and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, server and other network devices/peripherals, both remotely and on-site.
• Install, configure, and support desktops, laptops, servers, virtual machines, network devices, VOIP products, backup systems, and miscellaneous devices.
• Provide on-call emergency services after business hours, holidays and weekends as required.
• Respond promptly and professionally to alerts and end-user IT issues.
• Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions.
• Function as primary point of contact and communication with customers from assignment of ticket to successful resolution of issue, including scheduling work and keeping customer aware of work status and solution progress.
• Use Active Directory and Office 365 to assist clients with password resets, user creation and deletion, distribution list creation etc.
• Assist in on boarding new clients.
• Other duties as assigned.

CERTIFICATION REQUIREMENTS

• Associate/intermediate level technical certification(s) preferred (CompTIA A+/ Network+).
• 2 years of IT-related technical experience. Managed Services Provider experience a plus.
• An intermediate level of understanding of relevant technologies, solutions, troubleshooting and support.
• Experience troubleshooting Active Directory, TCP/IP networks, and common PC and Mac workstation and server applications/operating systems.
• Experience working with WANs, LANs, TCP/IP, Firewalls, Routers, and Switches.
• knowledge and experience with workstation and server hardware and software troubleshooting.
• Experience with Help Desk issue tracking systems for the assignment, delegation, and/or resolution of end-user issues.
• Experience using centralized management tools for disk imaging, installing software packages, patching, and monitoring IT systems.
• Experience with Office 365 admin portal.
• Ability to maintain professional communication skills.
• Ability to multi-task, work under pressure, and handle interruptions.
• Ability to communicate effectively and interact with diverse personalities.
• Self-motivated; dependable; passionate about technology.
• Enthusiasm for working in a team environment and a desire to help our customers grow their businesses by serving their IT needs.

It is the policy of WHE to provide equal employment opportunity to all employees and applicants without regard to race, color, religion, national or ethnic origin, military status, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other protected status.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift

Work Location: One location

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