Helpdesk Specialist III
Overview:
Are you a seasoned IT support professional with a passion for delivering exceptional customer service? We are seeking a highly skilled Helpdesk Specialist III to join a dynamic team providing critical technical support to internal employees. In this fast-paced, multi-channel environment, you will troubleshoot complex hardware, software, and network issues, ensuring seamless operations and a positive user experience. This is a chance to apply your technical expertise and interpersonal skills to make a real impact during peak business periods, including tax season.
Required Skills:
- Proven experience in Service Desk or Desktop Support roles
- Incident Management experience, preferably with ServiceNow or similar systems
- Strong knowledge of Microsoft Windows operating systems and Office 365 troubleshooting
- Active Directory administration skills, including managing user accounts and security groups
- Experience troubleshooting VPN, wired/wireless networks, and home networking issues
- Familiarity with encryption/security tools and device management technologies (e.g., VMware, Ivanti)
- Excellent problem-solving and diagnostic skills
- Ability to articulate technical issues in simple, understandable terms
- Strong communication and interpersonal skills
- Self-starter with the ability to work independently and within a team
- Detail-oriented with strong documentation skills
Nice to Have Skills:
- Experience supporting remote access tools and enterprise security protocols
- Knowledge of triaging within encrypted or secure environments
- Experience with project management or deploying/updating software across multiple devices
- Familiarity with Slack or other collaboration tools for backend communication
Preferred Education and Experience:
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred
- 3+ years of relevant helpdesk or desktop support experience, especially in fast-paced call center settings
Other Requirements:
- Location: Tucson, AZ, onsite support required
- Availability for 7-day support (including weekends from December-April during tax peak season)
- Flexibility during peak periods as needed
- Candidates must be eligible to work W2 only; C2C not permitted
- Ability to work shifts from 5am to 9pm PT, including weekend support during tax season
If you're ready to bring your technical prowess and customer-first attitude to a dynamic environment, we'd love to hear from you!
