Help Desk Specialist

Title: Help Desk Specialist

Department: Information Technology

Job Type: Exempt

Location: On-Site - Horsham, PA

Shift: Monday through Friday 1st shift

Company Summary:

NMS Labs has developed an extensive menu of more than 2,500 tests to support clients in forensic, criminalistic, public health and clinical fields. For over 50 years, our clients have relied on NMS Labs for unique testing solutions that demonstrate our company core values of Quality, Integrity, Service, Innovation and Engagement. As we work to increase the company's positive impact on public health and public safety, we are seeking talented professionals to join us for the journey! We invite you to learn more about our company by visiting NMSLabs.com.

Job Summary:

The Help Desk Analyst provides first-level technical support for the organization and serves as the primary point of contact for IT-related issues and service requests. This role supports a modern hybrid IT environment, including cloud-based systems, endpoint management, and collaboration platforms, while delivering a high-quality user experience.

Requirements:

• Bachelor's degree in information technology or related field preferred.
• 1-3 years of experience in an IT Service Desk or technical support role.
• Equivalent combination of education and experience will be considered, including relevant hands-on IT experience, certifications, or technical training.
• Experience should include support of enterprise endpoints, Microsoft 365 applications, and IT service management tools.

Major Duties and Responsibilities:

• Act as the primary point of contact for IT support requests.
• Provide Tier 1 support for hardware, software, and access issues.
• Support Microsoft 365 applications and endpoints.
• Troubleshoot and escalate issues as needed.
• Assist with endpoint configuration and deployment.
• Follow IT security policies and identify risks.
• Maintain documentation and knowledge base articles.
• Perform other duties as assigned.

• Knowledge of IT service management tools.
• Strong troubleshooting and customer service skills.
• Familiarity with endpoint management tools such as Intune and SCCM/MECM.
• Basic networking knowledge, including DNS, DHCP, and VPN.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and tasks.
• Ability to analyze problems and determine solutions.
• Ability to participate in an on-call rotation.

Physical Demands:

• Ability to talk, hear, stand, reach with hands and arms, and use hands and fingers to manipulate instrument/equipment controls, computer keyboard, objects, tools, or controls.
• Able to move from one work location to another to sit and stand, sometimes for extended periods of time.
• Specific vision abilities, with correction, include color, distance, peripheral, depth, and the ability to adjust focus.
• Ability to lift 50 lbs. independently, as well as heavier items with additional help.

Offers of employment are made contingent upon nationwide background investigation and urine drug screen with results satisfactory to standards of employment at NMS.

We are an equal opportunity employer and will not discriminate against any employee or applicant for employment because of race, creed, sexual orientation, color, religion, sex, national origin, age, marital status, citizenship status, otherwise qualified disability, or protected veteran status (disabled Armed Forces Service medal, recently separated, active duty or campaign badge), domestic violence victim status, arrest record, or predisposing genetic characteristics.