IT SPECIALIST

The Helmsman Group LLC; Delaware; Remote; USD 42,000 - 65,000; Full time

Job summary

The Helmsman Group LLC is seeking an IT Specialist to provide remote technical support and help desk services. You will assist employees with hardware, software, network, and account issues, ensuring timely resolution while delivering high-quality user support.

Responsibilities include triaging requests, troubleshooting across Windows/macOS, managing user access, and maintaining documentation. Prior experience with ticketing systems and a focus on security best practices are valued.

Qualifications

• Associate or bachelor’s degree in IT, CS, IS, or related field preferred.
• 1–3 years of technical support or help desk experience.

Responsibilities

• Provide first- and second-level tech support to employees and end users.
• Respond to IT support requests via phone, email, chat, tickets, or in person.
• Diagnose and troubleshoot hardware, software, OS, network, and connectivity issues.
• Install and configure desktops, laptops, printers, and mobile devices.
• Support Windows, macOS, and Microsoft 365 applications.
• Manage user accounts, passwords, permissions, and access rights.
• Escalate complex issues to appropriate teams as needed.
• Document troubleshooting steps and maintain IT asset records.

Skills

Technical Support

Help Desk

Desktop Support

Windows/MacOS

Microsoft 365

Network Troubleshooting

IT Ticket Management

Customer Service

Education

Associate or bachelor's degree in IT-related field

Tools

ServiceNow

Jira Service Management

Zendesk

Freshservice

Job description

Job Title: IT Specialist

Job Type: (Remote)

Job Summary

The IT Specialist — Technical Support / Help Desk is responsible for providing technical assistance and support to employees and users experiencing hardware, software, network, account, and system-related issues. This position serves as a primary point of contact for IT support, troubleshoots technical problems, manages service requests, and ensures timely resolution of incidents while maintaining a high level of customer service.

Key Responsibilities

• Provide first- and second-level technical support to employees and end users.

• Respond to IT support requests through phone, email, chat, ticketing systems, and in-person assistance.

• Diagnose and troubleshoot hardware, software, operating system, network, and connectivity issues.

• Install, configure, maintain, and troubleshoot desktop computers, laptops, monitors, printers, mobile devices, and other IT equipment.

• Support Windows, macOS, Microsoft 365, and other business applications as required.

• Create, manage, and maintain user accounts, passwords, permissions, and access rights in accordance with company policies.

• Troubleshoot network connectivity, Wi-Fi, VPN, email, printing, and remote-access issues.

• Install and configure software, applications, drivers, and security updates.

• Monitor and manage IT support tickets and ensure incidents are resolved within established service-level agreements (SLAs).

• Escalate complex technical issues to appropriate infrastructure, application, security, or vendor teams.

• Document troubleshooting steps, resolutions, system changes, and user support activities.

• Maintain accurate IT asset and equipment records.

• Assist with onboarding and offboarding employees, including equipment setup, account provisioning, and access management.

• Provide technical support for meeting rooms, video conferencing, collaboration tools, and other workplace technology.

• Assist with computer imaging, deployment, configuration, and replacement activities.

• Support antivirus, endpoint security, patch management, and other basic security controls.

• Monitor recurring technical issues and identify opportunities for permanent solutions.

• Develop and maintain technical support documentation, knowledge-base articles, and user guides.

• Provide basic user training and guidance on IT systems, applications, and security best practices.

• Assist with IT projects, system upgrades, hardware refreshes, software deployments, and technology implementations.

• Maintain confidentiality and security of company systems, user information, and data.

• Follow IT policies, procedures, security standards, and service management practices.

Qualifications

• Associate or bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

• 1–3 years of experience in technical support, help desk, desktop support, or IT service management.

• Strong troubleshooting and problem-solving skills.

• Experience supporting Windows operating systems and Microsoft 365 applications.

• Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.

• Experience with IT ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.

• Knowledge of hardware, software, printers, peripherals, and mobile devices.

• Strong customer service and communication skills.

• Ability to prioritize multiple support requests and work effectively under time constraints.

• Ability to explain technical issues clearly to users with different levels of technical knowledge.

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification.

• Microsoft certifications such as Microsoft 365 Fundamentals or related certifications.

• ITIL Foundation certification.

• Experience with Active Directory, Entra ID/Azure AD, Group Policy, and user account administration.

• Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM, or similar platforms.

• Experience with remote support and remote desktop technologies.

• Basic knowledge of cybersecurity and endpoint security practices.

• Experience supporting cloud-based applications and services.

• Experience with PowerShell or basic scripting is a plus.

Key Skills

• Technical Support

• Help Desk Support

• Desktop Support

• Hardware & Software Troubleshooting

• Windows / macOS

• Microsoft 365

• Active Directory / Entra ID

• Network Troubleshooting

• VPN / Wi-Fi Support

• Printer & Peripheral Support

• User Account Administration

• IT Ticket Management

• Incident Management

• Service Request Management

• Remote Technical Support

• Endpoint Support

• IT Asset Management

• Cybersecurity Awareness

• System Documentation

• Customer Service

Core Competencies

• Technical Troubleshooting: Ability to diagnose and resolve hardware, software, network, and application problems efficiently.

• Customer Service: Ability to provide professional, patient, and user-focused technical assistance.

• Problem Solving: Ability to identify root causes and implement effective solutions.

• Communication: Ability to explain technical concepts clearly to both technical and non-technical users.

• Time Management: Ability to prioritize incidents and service requests based on urgency and business impact.

• Attention to Detail: Ability to accurately document incidents, resolutions, configurations, and IT assets.

• Security Awareness: Ability to follow IT security policies and protect company systems and information.

• Teamwork: Ability to collaborate with infrastructure, security, applications, vendors, and other IT teams to resolve complex issues.