Help Desk specialist

Job Description

Job Description

Help Desk Specialist will be responsible for maintaining and optimizing the company’s IT infrastructure with a strong focus on network administration and security. This includes diagnosing and resolving network connectivity issues, managing hardware and software installations, and ensuring reliable system performance across all business locations.

Essential Duties and Responsibilities :

Provide technical support for issues related to computer systems, software, and hardware.

Respond to help desk tickets and resolve issues on time.

Providing solutions and advice on technical issues.

Documenting and analyzing technical issues and team member interactions.

Attending training sessions and conferences to stay current with best practices on how to help team members with technical issues.

Install, configure, and maintain computer hardware, software, and peripherals.

Troubleshoot and resolve technical problems remotely and in person.

Escalate unresolved issues to the appropriate IT teams.

Create and maintain documentation for IT processes and procedures.

Making manuals for technical training.

Assist with IT projects and initiatives as needed.

Keep up to date with the latest technologies and IT trends.

Using feedback from team members to improve problem-solving techniques and customer service.

Regular maintenance activities, including updates, patches, and backups to ensure optimal system performance and security.

Provision of technical assistance and advice to end-users, both remotely and on-site, to address hardware and software-related issues.

Resolution of laptop, desktop, and other I.T. hardware problems.

Ensuring the operation well-being of the O365 Suite Applications, covering security, availability, performance, interoperability, reliability.

Resolution of various Office 365 problems, including connectivity and mobility.

Management and support of system backup disaster recover processes using VMware options for virtual machines.

Design, configure, and maintain all network hardware and software—including routers, switches, firewalls, and access points—to ensure secure, high-performance connectivity.

Monitor, analyze, and optimize network performance using diagnostic tools; identify causes of latency, bottlenecks, or packet loss, and implement solutions to ensure 9% network uptime. Provide technical support to end-users for connectivity and network-related issues.

Monitor for unauthorized access and network vulnerabilities.

Plan and execute network upgrades, expansions, or migrations.

Implement and maintain backup procedures for network devices and configurations.

Administer network security, including firewall configurations, VPN management, and intrusion detection / prevention systems.

Conduct regular network performance assessments and capacity planning to ensure scalability and uptime.

Collaborate with vendors and service providers to resolve complex connectivity or performance issues.

Document network architecture, topology, and configuration changes for internal reference and compliance.

Performs other duties as assigned by management.

Requirements

1+ years of experience in a help desk or technical support role.

2+ years of experience in a networking role.

High-school degree in Computer Science, Information Technology, Networking, or a related field (or equivalent experience) is preferred.

Professional certifications such as CompTIA Network+, CCNA, or CCNP are strongly preferred; additional Microsoft or VMware certifications are a plus. Knowledge of ITIL best practices is a plus.

Strong knowledge of computer hardware, software, and peripherals.

Excellent problem-solving and troubleshooting skills.

Ability to prioritize and manage multiple tasks.

Excellent communication and customer service skills.

Experience with help desk ticketing systems.

Strong understanding of networking principles, including TCP / IP, VLANs, subnets, routing, switching, DNS, DHCP, and VPNs.

Ability to work independently and in a team environment.

Experience in Network equipment configuration and resolution of network problems.

Experience in the Administration of Windows-based servers and associated technologies like Active Directory, Group Policy, data storage, DNS, etc. under the supervision of a senior administrator.

Experience in the creation of new user accounts, allocation of permissions in Active Directory and O365.

Knowledge of network principles like VLANs, subnets, VPT, etc.

Familiarity with MAC iOS, Windows, and Server operation systems.

Proficiency in Microsoft technologies (Windows Server, AD, SQL, IIS) and cloud computing, particularly Microsoft Azure.

Experience in implementing and managing VMware technologies, including vSphere / ESX, VMware View, vCenter, and Site Recovery Manager.

Experience managing enterprise network firewalls (e.g., Fortieth, Cisco ASA, SonicWall) and wireless networks.

Knowledge of network security best practices, including access control, patch management, and endpoint protection.

Benefits

Competitive salary; commensurate with experience.

Casual work environment.

Paid Holiday, Vacation and Sick.

Medical, Dental, Vision, FSA, 401(k) with match, and numerous other benefit options available.