IT Help Desk Specialist

ARA; Santa Barbara (CA); Hybrid; USD 60,000 - 70,000; Full time

Job summary

Applied Research Associates, Inc. seeks an IT Help Desk Specialist to support end users across the company and assist Corporate IT engineers. The role involves remote assistance, triage, and basic system administration from our Santa Barbara area office.

The successful candidate will have at least a high school diploma, 2+ years of IT support (or 8+ years without a degree), and experience with Windows/Office 365, VPN, and a ticketing system. Some after-hours on-call will be required.

Qualifications

• High School diploma or equivalent required.
• 2+ years IT support experience; or 8+ years without degree.
• Experience with Windows OS, Office 365, SharePoint, VPN, RSA.
• Strong troubleshooting, analytical skills; good communication.

Responsibilities

• Provide first level remote technical assistance to end users on login and application issues.
• Triage and prioritize incoming requests; assign to tiers as needed.
• Identify, research, and resolve technical problems; perform basic system administration.
• Document IT procedures and communicate outages and maintenance.
• Track licensing and internal billing; ensure end-user satisfaction.

Skills

IT support experience

Ticketing system

Windows OS & MS 365

Communication skills

Education

High School diploma or equivalent

Bachelor's degree

8+ years experience without degree

Tools

Ticketing system

Job description

As an IT Help Desk Specialist, you’ll be a core member of our dynamic Corporate IT team. You will work in a small group of other help desk personnel to provide system administration and remote technical support to other IT personnel and employees across the company, as well as assist the Corporate IT engineers with administrative, QA testing, and other needs as required.

What you’ll do as an IT Help Desk Specialist

• Provide first level remote technical assistance to end users on a variety of login and application issues.
• Triage and prioritize incoming requests.
• Identify, research, and resolve technical problems.
• Perform basic system administration tasks.
• Assign requests to tier 2 and tier 3 as required and ensure problem ownership and end-user satisfaction.
• Document and maintain IT related procedures and other information.
• Communicate system outages and maintenance.
• Track licensing and internal billing.

IT Help Desk Specialist Requirements

• High School diploma or equivalent
• 2 or more years of experience providing IT support with a bachelor’s degree or a minimum of 8 years of experience without a degree
• Experience supporting an array of applications on Windows operating systems including Microsoft Office 365, SharePoint, VPN clients, and RSA in a high paced support environment
• Troubleshooting and analytical skills
• Experience in using an automated help desk management (ticketing) system
• Strong organizational, interpersonal, and communication skills
• Customer Service oriented
• Ability to learn new systems quickly
• Must be able to work 8am – 5pm MT/10am – 7pm ET
• Must be able to handle after hours on call – weeknight evening on call apx. 1 week a month and weekend on call apx. every 6-8 weeks.

IT Help Desk Specialist Preferences

• Experience supporting desktops/laptops and servers
• Experience with Active Directory user administration
• Knowledge of RSA
• Knowledge of Webex and other conferencing services
• Network+ and Security+ certifications
• Understanding of Microsoft licensing
• DoD experience

Salary Range for this position is between: $60,000-$70,000 dependent upon education and experience.

Hybrid Work Notice: This position is open to candidates seeking either hybrid or remote work. While remote work will be considered, preference will be given to candidates who are available to work in a hybrid capacity in our Santa Barbara, CA office.

Company Information

Applied Research Associates, Inc. is an employee-owned international research and engineering company recognized for providing technically superior solutions to complex and challenging problems in the physical sciences. The company, founded in Albuquerque, NM, in 1979, currently employs over 2,200 professionals and continues to grow. ARA offices throughout the United States and Canada provide a broad range of technical expertise in defense technologies, civil technologies, computer software and simulation, systems analysis, environmental technologies, and testing and measurement. The corporation also provides sophisticated technical products for environmental site characterization, pavement analysis, and robotics.