Help Desk Specialist

Baycompanies; Green Bay, Northern (WI, KY); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid time off

Job summary

The Bay Family of Companies is seeking a desktop support specialist to maintain and troubleshoot a mostly virtualized workstation environment. You will support end users, manage hardware, software, and licenses, and help deploy new workstations to staff.

Responsibilities include helping users, configuring devices, and maintaining documentation while coordinating with the IT team to ensure smooth operations.

Qualifications

• Proven helpdesk experience and strong customer service skills.
• Ability to diagnose and resolve hardware/software issues.
• Experience supporting end users in a corporate environment.
• Familiarity with Active Directory and basic network concepts.

Responsibilities

• Provide primary helpdesk phone and ticket-based support.
• Resolve end-user problems and ensure satisfaction.
• Monitor and respond to requests via the IT helpdesk.
• Configure workstations, peripherals and software.
• Maintain inventory of equipment and licenses.
• Assist with onboarding of new users.
• Escalate issues to appropriate teams as needed.

Skills

Desktop support

Customer service

Time management

Troubleshooting

Education

High School Diploma

Associate degree in IS / related field

Tools

Helpdesk software

Active Directory

PC imaging / deployment

Job description

Description

In this role, you will provide maintenance of the mostly virtualized computer desktop environment by resolving problems, installing hardware and software solutions, and supporting our end users and the internal IT team. You will be responsible for administration and internal support of the Company’s thin client endpoints, laptops, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations.

Essential Duties and Responsibilities:

• Provide primary helpdesk phone support and resolve problems to the end user’s satisfaction
• Monitor and respond quickly and effectively to requests received through the IT helpdesk
• Monitor Service Desk for tickets assigned to the queue and determine & process based on priority
• Modify configurations, utilities, software default settings, etc. for the local workstation & peripherals
• Utilize and maintain the helpdesk tracking software
• Document internal procedures
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment, software and software licenses
• Escalate issues to appropriate teams as needed
• Manage workstation setup and deployment for new employees using standard hardware, images and software
• Assign users and computers to proper groups in Active Directory
• Perform timely workstation hardware and software upgrades as required
• Other duties as assigned

Requirements

Education and Experience:

• High School Diploma required, associate's degree in information systems, Business, Communications or related field preferred
• 2 years of relevant technical experience preferred

Job Knowledge, Skills and Abilities:

• Strong aptitude in OS repairs, spyware and virus removal, hardware, upgrades and troubleshooting
• Knowledge of computer logic in order to perform tasks listed associated with the job
• Interpersonal skills necessary to train others in computer systems
• Proven exceptional customer service skills
• Strong accountability and time-management skills
• Prioritization skills to meet work deadlines
• Ability to read computer instruction manuals and comprehend directions in order to remedy minor computer equipment malfunctions or changes
• Ability to maintain a high degree of confidentiality
• Ability to contribute to a team-oriented environment while becoming a helpful resource to your co-workers

Benefits:

At The Bay Family of Companies, we believe in taking care of our employees. We offer a comprehensive and competitive benefits package designed to support the health and well-being of our employees & their families.

• Health benefits to include medical, dental and vision insurance. A wellness program with incentives.
• Financial security with a 401(k) with a generous company match, a Health Savings Account option, and life & disability insurance for unexpected events.
• Work-Life balance supported by a generous amount of paid time off and holidays to recharge.
• Additional perks include employee discounts, company events and recognition programs.

***This employment advertisement is not applicable to individuals who reside in the states of California or Colorado.***