Help Desk Specialist

Job Summary At VLS Environmental Solutions, the Help Desk Specialist is a foundational member of the Information Technology team, responsible for delivering reliable, consistent, and business-aligned technical support to end users. This role operates within a service-driven IT model, where responsiveness, accountability, and quality directly impact business operations. The Help Desk Specialist contributes to the stability, security, and usability of the IT environment by supporting users, maintaining system integrity, and reinforcing standardized processes. Job Duties Provide timely and effective technical support to end users, ensuring consistent and professional service experience. Maintain established service level expectations for response and resolution, contributing to overall IT service performance and user productivity. Diagnose and resolve technical issues related to hardware, software, and user access. Escalate complex or unresolved issues with clear documentation and context. Accurately document all support activity in the help desk system. Follow established procedures and contribute to a consistent and auditable support environment. Assist users with system usage and troubleshooting. Support onboarding and training efforts to improve user self-sufficiency. Support enforcement of IT security policies and guide users on proper system usage. Identify and elevate potential risks or suspicious activity. Maintain accurate inventory of IT assets and device assignments. Support device setup, refresh, and recovery processes. Perform routine system checks, updates, and maintenance. Ensure systems remain compliant with patching and configuration standards. Work with external vendors to resolve hardware and software issues. Ensure issues are tracked and resolved according to internal processes. Other duties as assigned. Requirements Associate's degree or equivalent experience in IT or related field. 3 plus years of technical support experience. Prior IT experience supporting industrial or environmental services operations such as waste management, rail, marine, logistics, or other field-based, multi-site industrial environments preferred. Basic knowledge of Microsoft 365, Windows OS, and endpoint support. Strong troubleshooting and problem‑solving skills. Clear communication and customer service mindset. Ability to follow structured processes and documentation standards. Bilingual in English and Spanish required. Exposure to ITSM or help desk systems. Basic understanding of IT security practices. CompTIA A+, Microsoft certifications, or similar. This role will require travel to Mexico as needed. This role will also require travel to various locations throughout the US as needed. This role will require occasional weekend or evening work to provide support during non‑business hours. Pay Range $58,000 - $65,000 What's in it for you At VLS our employees are the core of our business. As such, we value our employees' physical, mental, and financial wellbeing by providing first class, high‑value benefits and resources that are centered around a proper work‑life balance. Physical and Mental Wellbeing Medical, Dental and Vision Insurance – Based on each employee's need, we offer various high quality, low‑premium medical, dental and vision plans, which include our first‑in‑class concierge service (available in Spanish) and 2nd MD Offering. Flexible Spending Accounts (FSA) and Healthcare Saving Accounts (HSA) – Set aside pre‑tax money to use toward your health care spending. VLS provides an employer contribution to all HSA accounts. Time Off – We offer 11 company‑paid holidays, in addition to our paid time off and voluntary time off plans. Employee Assistance Program – 24/7 assistance and counseling services that are 100% confidential and free to all employees and their dependents. Telemedicine – All employees and dependents receive free virtual visits by licensed practitioners any time, any day, including holidays. Financial and Retirement Planning 401(k) – Generous 401(k) matching program after 90 days of employment. VLS will match up to 5% of your pay every pay period. Matching contributions are 100% vested immediately. Life and Disability Insurance – Employer‑paid life insurance, along with short‑term and long‑term disability coverage provided to all full‑time employees. Voluntary Life Protection Plans – Employees and their dependents can elect coverage in our voluntary life/add, critical illness, hospital indemnity and accident plans. Rewards and Recognition Programs – We celebrate our employees! From birthdays to anniversaries and other various milestones/achievements, we have programs in place to recognize our employees. Financial Planning – Free One‑on‑One financial planning with a certified Financial Planner/Coach. Employee Discount – Employee Discount Program for savings on everyday goods and services at various retailers throughout the US. #J-18808-Ljbffr