IT Help Desk Specialist

Bierman-Autism-Centers; Indianapolis (IN); On-site; USD 42,000 - 58,000; Full time

Job summary

Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals in Indianapolis, IN. The role serves as the first point of contact for end users, delivering friendly, responsive IT support and ensuring prompt resolution of incidents.

Responsibilities include incident logging, initial troubleshooting, user training, knowledge base maintenance, and coordination with IT teams. A strong customer focus and solid communication are essential for success.

Qualifications

• High school diploma or equivalent; IT-related degree preferred.
• Experience in customer service or IT support preferred.
• Basic understanding of IT systems, hardware, software, and networking.

Responsibilities

• Greet and assist end-users with IT inquiries and provide a professional service experience.
• Log, categorize, prioritize, and assign incidents and service requests in the IT service management system.
• Perform initial diagnosis and basic troubleshooting steps.
• Keep users informed about the status of their requests and incidents.
• Escalate complex issues to higher-level support as needed.
• Maintain and update knowledge base for self-service support.
• Collaborate with IT teams and other departments to ensure smooth IT services.
• Provide training and guidance on IT policies and best practices.
• Collect feedback from users to improve IT support processes.

Skills

Customer service

Communication

Troubleshooting

Collaboration

Training

Feedback collection

Education

High school diploma or equivalent

Associate's or Bachelor's in IT related field

Tools

IT Service Management tools

Networking concepts

Hardware/software basics

Job description

Description

Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals! BAC provides early intervention autism therapy services for children between the ages of 2-9 years old. As a leader in the industry, we are fully dedicated to providing the best care and outcomes possible for our kiddos!

Position Overview

The IT Help Desk Specialist is the first point of contact for end users seeking technical assistance and support. This role involves providing exceptional customer service, managing service requests, and ensuring timely resolution of IT issues. The IT Service Desk Concierge will act as a liaison between end-users and IT support teams, ensuring a seamless and efficient service experience.

Key Responsibilities

• Customer Service Excellence: Greet and assist end-users with IT-related inquiries, providing a positive and professional customer service experience.
• Incident and Service Request Management: Log, categorize, prioritize, and assign incidents and service requests in the IT service management system.
• Initial Troubleshooting: Perform initial diagnosis of technical issues and provide basic troubleshooting steps to resolve common problems.
• Communication: Keep users informed about the status of their requests and incidents, ensuring clear and timely communication throughout the resolution process.
• Escalation Management: Escalate complex issues to higher-level support teams or specialized personnel when necessary, ensuring proper documentation and follow-up.
• Knowledge Management: Maintain and update knowledge base articles and documentation to assist users with self-service support and to improve the efficiency of the service desk.
• Collaboration: Work closely with IT support teams and other departments to ensure the smooth operation of IT services and timely resolution of issues.
• User Training and Support: Provide training and guidance to users on IT policies, procedures, and best practices.
• Feedback Collection: Gather feedback from users about their service experience and identify areas for improvement in IT support processes.

Requirements

Qualifications

• Education: High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.
• Experience: Previous experience in a customer service or IT support role is preferred.
• Technical Skills: Basic understanding of IT systems, hardware, software, and networking concepts. Proficiency in using IT service management tools and software.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-Solving Skills: Strong analytical and troubleshooting skills, with the ability to quickly identify and resolve technical issues.
• Customer Focus: A strong commitment to providing exceptional customer service and positive user experience.
• Organizational Skills: Ability to manage multiple tasks and priorities in a fast-paced environment.

Work Environment

• Location: On-site at the company's headquarters.
• Hours: Full-time, standard business hours with occasional after-hours support as needed.
• Physical Requirements: Ability to sit for extended periods and occasionally lift and move IT equipment.

Additional Information

• Reporting: This position reports to the Director of IT Operations.
• Compensation: Competitive salary and benefits package based on experience and qualifications.
• Growth Opportunities: Opportunities for career advancement and professional development within the IT department.

By submitting your application to Bierman, you are opting into receiving communications from Bierman.

Bierman Autism Centers values diversity in the workplace. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, Bierman Autism Centers is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information, or any other status protected by law. As an equal opportunity employer, Bierman Autism Centers does not discriminate against qualified individuals with disabilities. If you require a reasonable accommodation as a candidate for employment, please inform a member of the Talent Acquisition team.