The Armstrong Company
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IT Senior Help Desk Specialist
role at
The Armstrong Company .
Summary The IT Senior Help Desk Specialist will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for the administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end‑user support, license tracking, and performing PC maintenance, upgrades and configurations.
Key Responsibilities
Provide first‑level contact to employees for IT‑related issues and convey timely resolutions.
Properly elevate unresolved queries to the next level of support.
Offer technical assistance on the delivery, configuration, set up, maintenance and troubleshooting of computer systems, hardware and software.
Manage and respond to Help Desk tickets in a timely manner.
Respond to customer issues via phone, email and computer chat.
Walk customers through problem‑solution process.
Follow up with customers, provide feedback and see problems through to resolution.
Utilize excellent customer service skills and exceed customers’ expectations.
Ensure proper logging, tracking and resolution of customer‑reported problems in the ticketing system.
Recommend IT‑related procedure modifications or improvements.
Preserve and grow your knowledge of help desk procedures, products and services.
All other duties as assigned by Manager.
Minimum Qualifications & Skills
Associate’s degree, technical degree or equivalent experience. CompTIA A+ certification a plus.
5+ years of experience working in an IT help‑desk environment.
Demonstrated experience with Windows 10 operating system.
Knowledge of Microsoft Office Suite required (Outlook, Word, Excel, PowerPoint).
Knowledge of Microsoft Active Directory and Microsoft Office 365.
Excellent understanding of networking technologies: TCP/IP, VPN, DNS, DHCP, SMTP.
Familiarity with desktop, phone and tablet technologies.
Working knowledge of VoIP telephony.
Experience with support of local and networked printers.
Experience with support of remote access/VPN technologies.
Ability to configure and deploy hardware and software.
Experience using help desk ticket tracking systems.
Excellent communication (written and verbal) and customer service skills.
Strong problem‑solving and decision‑making skills.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
While performing duties, the employee regularly required to talk and hear.
This position requires the ability to occasionally lift office products and supplies up to 10 pounds.
Ability to sit for long periods; stand and walk frequently; and bend, stoop and reach occasionally.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Truck Transportation
Refs increase your chances of interviewing at The Armstrong Company by 2x.
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IT Senior Help Desk Specialist
role at
The Armstrong Company .
Summary The IT Senior Help Desk Specialist will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. You will be responsible for the administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end‑user support, license tracking, and performing PC maintenance, upgrades and configurations.
Key Responsibilities
Provide first‑level contact to employees for IT‑related issues and convey timely resolutions.
Properly elevate unresolved queries to the next level of support.
Offer technical assistance on the delivery, configuration, set up, maintenance and troubleshooting of computer systems, hardware and software.
Manage and respond to Help Desk tickets in a timely manner.
Respond to customer issues via phone, email and computer chat.
Walk customers through problem‑solution process.
Follow up with customers, provide feedback and see problems through to resolution.
Utilize excellent customer service skills and exceed customers’ expectations.
Ensure proper logging, tracking and resolution of customer‑reported problems in the ticketing system.
Recommend IT‑related procedure modifications or improvements.
Preserve and grow your knowledge of help desk procedures, products and services.
All other duties as assigned by Manager.
Minimum Qualifications & Skills
Associate’s degree, technical degree or equivalent experience. CompTIA A+ certification a plus.
5+ years of experience working in an IT help‑desk environment.
Demonstrated experience with Windows 10 operating system.
Knowledge of Microsoft Office Suite required (Outlook, Word, Excel, PowerPoint).
Knowledge of Microsoft Active Directory and Microsoft Office 365.
Excellent understanding of networking technologies: TCP/IP, VPN, DNS, DHCP, SMTP.
Familiarity with desktop, phone and tablet technologies.
Working knowledge of VoIP telephony.
Experience with support of local and networked printers.
Experience with support of remote access/VPN technologies.
Ability to configure and deploy hardware and software.
Experience using help desk ticket tracking systems.
Excellent communication (written and verbal) and customer service skills.
Strong problem‑solving and decision‑making skills.
Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
While performing duties, the employee regularly required to talk and hear.
This position requires the ability to occasionally lift office products and supplies up to 10 pounds.
Ability to sit for long periods; stand and walk frequently; and bend, stoop and reach occasionally.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries Truck Transportation
Refs increase your chances of interviewing at The Armstrong Company by 2x.
#J-18808-Ljbffr