Helpdesk Support Specialist

Position Title: Helpdesk Support Specialist

Department: IT

Location: Santa Ana CA

FLSA Status: Non-exempt Full-Time

Job Summary:

The Helpdesk Support Specialist is responsible for providing frontline technical support to ensure the smooth operation of computer systems hardware software and networks across the organization. This position serves as the primary point of contact for end users experiencing technical issues delivering timely solutions and maintaining exceptional customer service standards. The specialist will troubleshoot problems escalate complex issues when necessary and play a key role in maintaining the organizations IT infrastructure by supporting installations updates and system configurations.

Key Responsibilities:

Respond promptly to user inquiries received through phone email or ticketing system.

Diagnose and resolve software hardware and network connectivity issues.

Escalate complex issues to higher-level IT staff or vendors when necessary.

Install configure and maintain computer systems applications and peripherals.

Set up new employee accounts email and access credentials in accordance with company policies.

Document technical issues and resolutions accurately within the helpdesk system.

Monitor system performance and report potential issues proactively.

Assist with data backups antivirus management and general system security measures.

Provide end-user training and support for common tools and applications.

Participate in ongoing IT improvement initiatives and process documentation.

Assist with company-wide tasks.

Qualifications:

Education and Experience:

• Associate degree in Information Technology or a related field or equivalent work experience. (preferred)
• 13 years of experience in IT support helpdesk operations or a similar technical role.

Knowledge Skills and Abilities: (preferred)

• Proficiency in Windows and macOS operating systems.
• Working knowledge of Microsoft 365 Active Directory and remote access tools.
• Familiarity with TCP/IP DNS DHCP and other basic networking concepts.
• Experience with helpdesk ticketing software (e.g. Zendesk Jira ServiceNow).
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to handle confidential information with discretion.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Ability to lift and move equipment such as computers monitors and peripherals weighing up to 2540 pounds.

Manual dexterity to operate keyboards hand tools and other equipment.

Visual acuity to read and interpret technical documentation device screens and written instructions.

Occasional bending kneeling or reaching to install or troubleshoot hardware components.

Ability to move between different work areas including server rooms or office locations as needed.

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This job description is intended to provide a clear overview of the primary duties and responsibilities for the Helpdesk Support Specialist position. It is not an exhaustive list and other tasks may be required as needed to support the companys operations.

Regal Technology Partners is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race color religion sex national origin age disability genetic information sexual orientation gender identity or any other characteristic protected by federal state or local laws. We strive to create an inclusive and diverse work environment where everyone is valued and respected.

If you require any accommodation during the application process or have any questions regarding our EEO policies please contact Human Resources