Help Desk Specialist

$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, Inc. is responsible for providing technical support and assistance to users experiencing issues with business applications, hardware, and software. This role requires a strong background in IT support, particularly within a Microsoft Windows environment, and involves troubleshooting, problem-solving, and managing user accounts. The position offers opportunities for mentorship and a hybrid working schedule, making it an excellent career opportunity in a reputable 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 solutions.
• Research problems using technical databases and collaborate with co-workers for solutions.
• Coordinate changes, upgrades, and new products to ensure system compatibility.
• Configure new end-user hardware and peripherals, installing required software according to company standards.
• Manage user and computer accounts in Active Directory.
• Provide accurate and timely answers to general use and administrative environment questions.
• Communicate status updates effectively and manage time spent on work activities.
• Follow quality standards and 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, with a minimum of 2 years in a help desk or IT support role.
• Specific experience 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 verbal and written communication skills.
• 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

• Tuition reimbursement
• 401(k) with company matching
• Employee Stock Ownership Plan (ESOP)
• Comprehensive employee benefit package