IT Help Desk Specialist

ROCS Grad Staffing; Arlington (AL); Ibrido; USD 32.000 - 34.000; Tempo pieno

Descrizione del lavoro

ROCS Grad Staffing is seeking an IT help desk professional to provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, software, and peripherals in a dynamic environment. You will assist users with account access, web portals, and business applications while delivering remote and onsite support.

The role requires knowledge of Microsoft 365, Active Directory, Windows, and ticketing systems (ServiceNow, Jira, Zendesk).

Competenze

• Associate degree in IT or related field or equivalent hands-on experience.
• 1–2 years of IT help desk or end-user support.
• Experience with Microsoft 365, Active Directory, Windows OS.
• Experience with ticketing systems (ServiceNow, Jira, Zendesk).
• Strong troubleshooting, organizational, and customer service skills.
• Excellent verbal and written communication; able to explain tech to nontechnical users.
• U.S. citizenship required.

Mansioni

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, software, and peripherals.
• Troubleshoot account access issues and assist users with portals and business applications.
• Respond to support requests through the organization's ticketing system, providing remote and onsite assistance.
• Create and manage user accounts, permissions, and access requests using Active Directory and Microsoft 365.
• Assist with multi-factor authentication, onboarding, offboarding, and user access management.
• Maintain accurate hardware and software inventory records, including equipment check-in, check-out, and disposal.
• Assist with software updates, patching, vulnerability remediation, and other IT security initiatives.
• Coordinate with third-party vendors to resolve recurring technical issues.
• Document support tickets, resolutions, and troubleshooting procedures.
• Prepare support reports, maintain knowledge base articles, and develop user guides.
• Assist the IT Director with technology projects and infrastructure improvements.

Conoscenze

Tier 1/2 support

Active Directory

Microsoft 365

Windows OS

Customer service

Communication

Ticketing systems

Formazione

Associate degree in IT or related field

Strumenti

ServiceNow

Jira

Zendesk

PowerShell

Descrizione del lavoro

Why You Want to Work Here

This is a great opportunity to support meaningful technology initiatives while improving the end user experience. You will gain hands on experience with IT infrastructure, cybersecurity, and identity and access management while working with a variety of hardware, software, and business applications. You will also have the opportunity to contribute to projects that strengthen system security, streamline processes, and improve overall operational efficiency.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, software, and peripherals.
• Troubleshoot account access issues and assist users with web-based portals and business applications.
• Respond to support requests through the organization's ticketing system, providing remote and onsite assistance.
• Create and manage user accounts, permissions, and access requests using Active Directory and Microsoft 365.
• Assist with multi-factor authentication, onboarding, offboarding, and user access management.
• Maintain accurate hardware and software inventory records, including equipment check-in, check-out, and disposal.
• Assist with software updates, patching, vulnerability remediation, and other IT security initiatives.
• Coordinate with third-party vendors to resolve recurring technical issues.
• Document support tickets, resolutions, and troubleshooting procedures.
• Prepare support reports, maintain knowledge base articles, and develop user guides.
• Assist the IT Director with technology projects and infrastructure improvements.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
• 1 to 2 years of IT help desk or end user support experience.
• Working knowledge of Microsoft 365, Active Directory, and Windows operating systems.
• Experience with a ticketing system such as ServiceNow, Jira, Zendesk, or a similar platform.
• Strong troubleshooting, organizational, and customer service skills.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to nontechnical users.
• U.S. citizenship required.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification, or currently working toward certification.
• Experience with Azure Active Directory or Microsoft Entra ID.
• Experience supporting web-based portals or SaaS applications.
• Familiarity with PowerShell or batch scripting.
• Previous experience supporting nonprofit, government, or military affiliated organizations.
• Military experience, particularly with the U.S. Army, is a plus.

Fulltime, Hyrbrid

$23-25/hr