Help Desk Support Specialist

Who We Are

As a family-owned company, PALECEK values integrity, loyalty, and strong partnerships. We are driven to improve, innovate, and inspire. We bring our personal best to every aspect of our business, from our design and craft to our internal teamwork and customer service. We are passionate about creativity and believe that beautiful spaces enhance the quality of life.

Summary

The Help Desk Support Specialist serves as the first point of contact for day-to-day troubleshooting, escalation, and resolution of end-user IT problems. This role involves a wide range of responsibilities including email and phone system management, network administration, device setup, documentation, and vendor coordination.

The Help Desk Support Specialist position will have extensive experience with computer hardware, software applications, operating systems, and network connectivity, providing outstanding first-line support for various technologies such as servers, desktops, laptops, mobile devices, printers, video conferencing, switches, and firewalls.

Description

• Act as the first point of contact for day-to-day troubleshooting, escalation, and resolution of end-user IT problems
• Analyze, troubleshoot, and resolve user issues with system hardware, software, and basic network/connectivity
• Assist with the procurement, deployment, maintenance, support, upgrade, and inventory tracking of all IT assets including desktops, laptops, phones, mobile devices, printers, and other devices
• Deploy new hardware/software across multiple OS/Systems in local and remote locations
• Create and maintain system documentation for new user setup processes, PC imaging and setup processes, mobile device setup, and other types of moves and changes
• Maintain efficient and effective computing environments by ensuring consistency among all desktops
• Coordinate, set up, monitor, and troubleshooting video conference sessions, including those with international locations
• Proactively install and maintain anti-virus/anti-spam solutions, perform system recovery of deleted files, software installations, and obtain patches, upgrades, and bug fixes
• Manage network administration for onsite networks; maintain and monitor all network devices
• Manage backup systems for Windows
• Maintain PCs and network equipment (switches/routers) to ensure functionality
• Develop training materials and documentation
• Manage and modify all aspects of user email experiences including creating new exchange mailboxes, distribution lists, company contacts, mailbox archiving, and alias email addresses. Set up client devices like phones, tablets, laptops, and PCs
• Manage and configure user internal phone extensions and perform all duties for new phone extensions, call queues, international plans, and direct phone user assignments
• Adjust network configurations for devices such as access points, switches, patch panels, servers, firewalls, and gateways. Work with reserved IPs, DHCPs, VLANs, IP ranges, firewall rules, VPN connections, port aggregation, file server folder security, Active Directory, and group policies
• Set up, deploy, and administer Apple and Microsoft Windows devices using cloning solutions and Mobile Device Management (JAMF MDM)
• Create documentation for fixes, ticket resolutions, maps, port connections, and locations. Assist with configuring options for the Ticketing system including ticket templates, workflows, asset discovery agent/probe, and product and service catalog customization
• Contact various vendors to address problems, open service tickets, get technical support, or delegate account access (e.g., AT&T, TPX, Freshservice, Comcast, Dell, Microsoft, Intermedia)
• Collaborate with Facilities/Operations Manager on security camera system access and video snippet retrieval.
• Assist vendors with Install of broadband internet connections and configure related devices
• Establish image cloning software for expedited device setup processes
• Manage Office 365 license assignment and create naming conventions
• Create solutions for inventory and collateral assets storage
• Procure on-hand stock of various tech hardware and aid in equipment selection
• Research, test, and implement new technologies as needed. Identify and implement fixes for system-wide issues
• Create and implement new cross-departmental IT processes
• Perform other duties as assigned

Key Qualifications

• 2-4 or more years of experience in IT support or help desk experience (multi-site preferred) 
• Associate’s or Bachelor's Degree or equivalent professional training in Information Systems, Computer Science, or related subject preferred
• Strong knowledge of Windows and macOS operating systems
• Familiarity with Microsoft 365, Active Directory, and basic networking concepts
• Experience supporting computer hardware, peripherals, mobile devices, and printers
• Must demonstrate resourcefulness in troubleshooting and resolving IT related issues
• Strong written and verbal communication skills in English; Spanish is preferred
• Self-motivated, detail orientated, ability to learn new processes quickly and efficiently
• Excellent troubleshooting, communication, and customer service skills
• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds unassisted
• Must be able to access and navigate each department at the organization's facilities
• Must be able to climb stairs

Pay/Benefits

• Hourly Pay Rate: $33.00-$35.00 per hour
• Competitive Paid Time Off
• A flexible health plan offering medical, dental, and vision benefits
• Health Care and Dependent Care Flexible Spending Accounts
• Health Savings Account
• 401(k) Savings Plan
• Profit Sharing Benefits
• Generous Employee Discount
• Paid training for skills development