Help Desk Specialist (50461)

$49,920 - $66,560/Yr

Modjeski And Masters - Mechanicsburg, PA

Full-time - Entry Level

Hybrid - Mechanicsburg, PA

Professional, Scientific, and Technical Services

About the position

The Help Desk Specialist at Modjeski and Masters is responsible for providing technical support to users experiencing issues with business applications, hardware, and software. This role involves troubleshooting problems, managing user accounts, and ensuring that systems operate correctly. The position requires a strong background in IT support, particularly within a Microsoft Windows environment, and offers opportunities for professional growth within a leading bridge engineering firm.

Responsibilities

• Receive and respond to e-mails, Teams messages, or ServiceDesk Plus notifications from users experiencing problems.
• Ascertain the nature of problems and determine if they are caused by hardware, software, or other IT-related issues.
• Escalate issues according to defined procedures.
• Assist users through problem-solving steps and provide technical support.
• Research problems using technical databases and collaborate with co-workers to find solutions.
• Coordinate changes, upgrades, and new products to ensure systems operate correctly.
• Configure new end-user hardware and peripherals, and install required software according to company standards.
• Manage user and computer accounts in Active Directory.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates to users.
• Manage and report time spent on all work activities and follow quality standards.
• Work effectively in a team environment.

Requirements

• Associate or bachelor's degree in computer science or relevant field (preferred).
• At least 18 months of specialized training in principles and techniques in computer technology.
• 5-8 years' experience in IT.
• Minimum of 2 years of experience in a help desk or IT support role, specifically in a Microsoft Windows environment.
• Previous experience with engineering software (e.g., Autodesk, Bentley products, LUSAS, SAP, Bluebeam) is preferred.
• Working knowledge of MS Operating Systems (Windows 10 and 11, Windows Server 2019 and 2022).
• Strong working knowledge of Endpoint Central and ManageEngine ServiceDesk Plus.
• Proficiency with HP Laptops and Desktops.
• Understanding of LAN, WAN networks, DNS, DHCP, TCP/IP, and VPNs.
• Familiarity with SentinelOne Endpoint Security.
• Working knowledge of MS Active Directory, MS Entra, MS Office 365, VMWare, Veeam Backup and Replication, DNS, and DHCP.
• Strong working knowledge of DUO and Microsoft Authenticator.
• Ability to install/configure applications on iOS and Android mobile devices.
• Understanding of IT security practices and data protection.
• Excellent problem-solving and critical thinking skills.
• Strong organization, time management, and prioritization skills.
• Great customer service and interpersonal skills.
• Strong communication skills (verbal and written).
• Willingness to work flexible schedules and travel occasionally.
• Ability to lift up to 50lbs.

Nice-to-haves

• CompTIA A+ or Network+, ITIL Foundation, Certified Support Manager (CSM) certifications.

Benefits

• Competitive base salary
• Company ownership in ESOP
• 401K with company matching
• Full benefits package
• Tuition reimbursement opportunities
• Hybrid working schedule
• Mentorship opportunities