Onsite IT Help Desk Specialist — Training & Growth

Provalus; Brewton (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Provalus in Alabama is seeking a Help Desk / Service Desk Analyst to be the first point of contact for end users, troubleshooting hardware, software, and connectivity issues, and documenting interactions in the ticketing system.

You will work under guidance from senior teammates, build your troubleshooting skills, and grow your IT support career while working full-time in a dedicated office environment.

Qualifications

• HS Diploma or GED required.
• Strong customer service orientation with clear communication skills.
• Ability to troubleshoot methodically and follow procedures.

Responsibilities

• Frontline Support: serve as the first point of contact for end users via phone, email, chat, or ticketing system.
• Troubleshooting: diagnose and resolve hardware, software, and connectivity issues.
• Account Support: perform password resets and basic user provisioning.
• Software Support: install, configure, and update software per SOPs.
• Ticket Management: log and update tickets in the ITSM system through resolution.
• Escalation: escalate complex issues to Tier 2/3 as needed.
• Knowledge Sharing: contribute to KB articles to aid the team.
• On-site work: ability to work in Provalus offices; no remote positions currently.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Education

HS Diploma or GED

Tools

ServiceNow

Zendesk

Freshservice

Ivanti

Job description

Provalus in Alabama is seeking a Help Desk / Service Desk Analyst to be the first point of contact for end users, troubleshooting hardware, software, and connectivity issues, and documenting interactions in the ticketing system.

You will work under guidance from senior teammates, build your troubleshooting skills, and grow your IT support career while working full-time in a dedicated office environment.