Help Desk Specialist II

Modern Information Solutions; Indianapolis (IN); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading services provider in Indianapolis is seeking a Help Desk Specialist II to provide technical support for clients in the Indianapolis area. This onsite position requires excellent customer service and communication skills, along with a fundamental understanding of IT systems and the ability to multitask. Ideal candidates will hold a two-year degree or equivalent experience and may possess IT certifications such as A+ or MTA.

Qualifications

• Understanding of desktop operating systems (Windows 10 and 11).
• Basic knowledge of server-based operating systems.
• Ability to lift 75 lbs.

Responsibilities

• Assist clients with technical support and troubleshooting.
• Act as front line software support.
• Review and assign helpdesk tickets.

Skills

Organizational skills

Communication

Customer service

Proactive problem solving

Analytical skills

Education

Two year degree or equivalent work experience

A+, MTA, or Microsoft Desktop Support Technician certification

Tools

MS Office

Google Apps

Job description

Job Description

Job Description

About the job

Modern Information Solutions is currently seeking a Help Desk Specialist in Indianapolis. This position works directly with other Systems Support Analysts and Systems Administrators to serve our various clients to resolve issues and maintain their technology. This position is a Help Desk Specialist II position ideal for candidates with intermediate experience.

IMPORTANT: This position is an onsite position that will rotate between our HQ (near Indianapolis Airport) and a client site (Downtown Indianapolis). Working hours required are from 8 AM to 5 PM, Monday through Friday. This position is not eligible for work from home or hybrid. As this is an IT role for an MSP, this role requires participating in an on-call rotation to serve our clients.

Key Responsibilities

• Assist clients with technical support of workstations, software applications and related technology.
• Act as front line software support to answer phone calls and electronic tickets to resolve end user’s problems or escalate as needed.
• Work with clients and Systems Support Analyst on the following tasks; user creation, user administration, software troubleshooting within established standards and guidelines.
• Review and assign helpdesk tickets with minimal supervision.
• Quickly isolate issues and resolve them or escalate them to Systems Support Analyst.
• Troubleshoot, research and provide excellent customer service to resolve customer issues.
• Work with clients and support team as necessary to troubleshoot, create instructional guides, and course content.
• Own tickets from initial contact through resolution including escalation to appropriate senior staff when appropriate.
• Visit client sites in the Indianapolis area and around the state as needed.

Qualifications

• Strong organizational skills along with excellent oral and written communication ability.
• Excellent customer service skills.
• Understanding of desktop operating systems (Windows 10 and Windows 11).
• Basic knowledge of server-based operating systems (Windows 2016 and 2019) as far as user account administration.
• Basic understanding of networking concepts, including wireless security standards.
• Fundamental understanding of IT related terms and their applications.
• Basic understanding of hardware maintenance and troubleshooting (installing memory, hard drives, video cards, etc.).
• Basic knowledge of common business applications such as MS Office and Google Apps.
• Ability to work with minimal direction and supervision.
• Highly motivated and self-directed.
• Ability to multitask on several tasks at any given time.
• Proactive problem solving and strong analytical skills.
• Ability to lift 75 lbs. when needed.
• Willingness to travel.
• Must possess a two year degree or have equivalent work experience.
• A+, MTA, or Microsoft Desktop Support Technician certified is highly desired.
• Must have a valid driver’s license and be willing to travel within Indianapolis and surrounding areas.

Company Description

Modern Information Solutions is a managed services provider (MSP) that specializes in supporting law firms. Since 2009 we have been supporting the technology needs of law firms in the Indianapolis area and beyond.

Company Description

Modern Information Solutions is a managed services provider (MSP) that specializes in supporting law firms. Since 2009 we have been supporting the technology needs of law firms in the Indianapolis area and beyond.