Helpdesk Support Specialist

Job Description

Job Description

Who We Are

The SecurityMetrics IT Department is a tight-knit team passionate about learning, collaborating, and supporting one another as we solve complex technical challenges. We believe mentorship is a core value, and this role is specifically designed for a technically-minded individual looking to break into the IT field, gain hands-on troubleshooting experience, and open doors for pursuing a career in IT.

The Role: Your Impact

As a Helpdesk Support Specialist, you will be the face of IT support for our team. You’ll provide vital on-site support to employees, build strong interpersonal rapport across departments, and ensure technical issues are addressed promptly and effectively. This is an ideal launching pad for someone with limited IT experience who has a strong drive to learn, manage assets and applications, and develop key technical skills.

Your Mission & Responsibilities

• Workstation & User Support: Perform employee workstation troubleshooting across a largely Mac-based customer base, with a handful of Linux and Windows systems.
• Network & Application Management: Diagnose network issues (making minor physical and logical changes) and provide management/support for applications, including user access provisioning.
• Onboarding & Offboarding: Perform lifecycle tasks for employees, ensuring access is enabled for new hires and revoked for departing employees.
• Access Control & Facilities: Manage building access controls, including working with other business units to grant correct access.
• Asset Tracking: Manage company assets to ensure equipment is tracked, maintained, and ready to be deployed.
• Process Improvement & Engineering Support: Discover, develop, and execute projects to improve IT processes and systems while assisting the IT Engineering team with project work.

Tools You Will Work With

(Prior experience is a plus, but willingness and speed to learn are key!)

• Operating Systems: macOS, Linux, Windows
• Applications & Software: Google Workspace, Google Chrome, Zoom, BambooHR, JumpCloud, and others
• Infrastructure & Hardware: Local networks, access control systems, asset tracking management

What We’re Looking For

Problem-Solving & Communication

• An interest in computers and how they work.
• A logical, methodical approach to problem solving.
• Clear communication with both technical and non-technical individuals.
• An ability to listen to and be understanding of customer concerns and complaints.

Personality & Work Ethic

• A desire to learn and succeed in a technical field.
• A friendly, customer service-oriented personality.
• A feeling of ownership and responsibility over work performed.
• Punctuality and promptness during core business hours.
• And a healthy dash of nerdiness to fit the IT stereotype!

What’s in it for You?

• Direct Mentorship: Learn directly from senior IT engineers and find mentorship to help grow into more technical IT roles.
• Hands-on Experience: Gain practical experience troubleshooting workstation and network issues, managing assets, and administering cloud applications.
• Career Path: Develop key skills in the IT field to prepare for long-term career growth.