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 phones
• Provide Level 1 phone support
• ITSM Ticket System Administration
• MDM Administration
• Ensures that all trouble report findings and resolutions are thoroughly documented in the trouble ticketing system.
• Check Backup Logs daily and update the tickets or reports
• Check Anti-virus twice weekly
• Maintain accurate inventory for all IT hardware and software
• Alerting
• Watch the consoles for new alerts
• Escalate as required
• Portal/RSM management
• Patching
• Complete the overnight patching schedule defined by MSS
• Track to make sure patched machines come back online
• Create Patch True Report

• Participate in successful completion of project work including analysis, design, development, documentation, and testing of client network operations
• Perform quality assurance activities to ensure standardization of best practices
• Backup Maintenance
• Configuration of standard POP, SMTP & Exchange clients including Outlook
• Installation, configuration, troubleshooting and customization of MS Office Suite applications per customer preferences
• Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs
• Configure file, print and remote access services
• Administration, including add/remove users and groups, configure file permissions, check event logs, configure and restore from backup
• Administration of enterprise e-mail application, including add/remove users and group, configure folder permissions if applicable, forward mail to other accounts, and add aliases
• Takes ownership of tasks and follows through to ensure complete resolution
• Takes a personal interest in, and responsibility for, quality of work they perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team members
• Ability to provide accurate time estimates for how long a task will take
• Understands that the success of individuals is measured by the success of their teams
• Ability to quickly learn new technologies through the use of self-study materials and intuition
• Ability to articulate technical information clearly and simply to non-technical people
• Enjoys helping people to the extent that no problem is considered mundane, no matter how simple the solution
• Is self-motivated and can be self-directed when necessary
• Team 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 systems
• Experience Procurement Scoping
• Understanding of TCP/IP and troubleshooting Internet connectivity
• Experience with routers and firewalls
• Experience with Terminal Services
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Understanding of DNS services
• Working Knowledge of Wireless Technologies

Credentials and Experience:

• Helpdesk Support with 3 – 5 years experience
• 3-5 years’ experience - Mobile Messaging Technologies
• 3-5 years’ experience - Data Backup and Recovery Support, Corporate Antivirus Support, VPN Connectivity Support
• Has at least one certification. The following certifications are preferred: A+, Security+, Network+, Apple
• Consistently receives good client feedback