Helpdesk Specialist

Helpdesk Specialist - Job Description

Position Title: Helpdesk Specialist
Department: Information Technology
Location: Farmington (with occasional travel to the remote offices if needed)
Employment Type: Full-Time

Position Overview

The Helpdesk Specialist provides frontline technical support for approximately 130+ Windows PC users , 100+ mobile device users , 130+ VoIP phones , and 60+ networked printers across ten office locations in the Southwest region . This role ensures prompt resolution of IT issues, excellent customer service, and reliable day-to-day operation of the company's technology environment.

The ideal candidate is highly organized, customer-focused, and experienced in Microsoft-based systems within a multi-site environment.

Key Responsibilities

End-User Support

• Provide Tier 1-2 technical support for Windows desktop/laptop systems, mobile devices (iOS/Android), printers, and VoIP phones.
• Respond to requests and communications in a timely and professional manner.
• Troubleshoot hardware, software, and network issues; escalate to senior IT staff when necessary.
• Assist users with Microsoft and other applications, account access, and system navigation.
• Support remote workers and resolve connectivity issues.

Device & System Administration

• Configure, deploy, and maintain Windows PCs, mobile devices, printers, and peripherals.
• Manage user accounts, permissions, and security groups within Microsoft 365 and Active Directory.
• Perform installation, updates, and patching of software and supported systems.

Network & Telecommunications Support

• Provide basic support for network connectivity across all offices.
• Configure and troubleshoot VoIP phones, voicemail, and call routing issues.

Operational Maintenance

• Maintain accurate inventory of IT assets including but not limited to PCs, mobile devices, printers, and phones.
• Document troubleshooting steps, procedures, and recurring issues.
• Assist with lifecycle management, including device replacement and upgrades.
• Monitor system alerts, backups, and routine maintenance tasks as assigned.

Customer Service & Communication

• Deliver a high level of customer service to employees with varying levels of technical expertise.
• Communicate issue status, resolutions, and recommendations clearly and professionally.
• Work collaboratively with IT leadership to identify opportunities for process improvement.

Qualifications

Required

• 2+ years of experience in a helpdesk, desktop support, or IT support role.
• Strong knowledge of Microsoft Windows 10/11 , Microsoft 365, and standard business applications.
• Experience supporting mobile devices (iOS and/or Android).
• Familiarity with VoIP phone systems and networked printers.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Excellent problem-solving skills and attention to detail.
• Strong interpersonal and communication skills.

Preferred

• Experience supporting multi-site environments.
• Familiarity with Active Directory, Azure AD, and MDM solutions (Intune, etc.).
• CompTIA A+, Network+, or similar certification.
• Experience in industrial services, field services, or similar environments.

Working Conditions

• Occasional travel to regional office locations.
• Ability to lift and carry equipment (up to 50 lbs.).
• Must be able to work on-site full time; occasional after-hours support during outages or maintenance windows may be required.

Why Join Us?

• Work in a dynamic and hands-on IT environment supporting essential operations.
• Opportunities for professional growth and cross-training.
• Contribute meaningfully to a team that supports critical industrial field services across the Southwest.
• Medical, dental, and vision insurance
• Paid Time Off/ Sick Time
• 401(k) retirement plan with company contribution/ Profit Share Plan