Helpdesk Specialist

The help desk specialist will be responsible for supporting end-users' technical needs across the enterprise, troubleshooting complex hardware and software issues and triaging outages and alerts. Monitor system and network logs to identify any potential issues or concerns, diagnosis and troubleshoot as required.

Hansen Talent Group has a new Helpdesk position supporting a large IT company. This is an ideal role for junior IT professionals looking for opportunities to help them launch their technical careers! 

The help desk specialist will be responsible for supporting end-users' technical needs across the enterprise, troubleshooting complex hardware and software issues and triaging outages and alerts.

Duties:

• Respond to incoming tickets, emails, chats, and phone calls regarding technical issues and inquires. Actively work to understand the end-user's concerns and work with them to solve the issue.
• Troubleshoot technical concerns and document actions taken within ticketing system.
• Unlock accounts and reset passwords in Active Directory.
• Troubleshoot MS 365 access and performance. 
• Troubleshoot client VPNs and escalate to the appropriate networking team when required. 
• Monitor system and network logs to identify any potential issues or concerns, diagnosis and troubleshoot as required. Escalate when appropriate. 
• Contribute to Knowledge-Base Article development for client and end-user environments. 

Qualifications:

• Hands-on experience troubleshooting hardware and software
• Knowledge of Active Directory, MS 365, and VPNs