Helpdesk Support Specialist

Introduction:

The Helpdesk Support Specialist Level-1 Production Support position involves providing phone and email support, creating tickets, and offering the first level of incident triage. This role is crucial in ensuring seamless operations and resolving technical issues for our team.

Responsibilities:

• Provide phone and email support to users
• Create tickets for reported incidents and requests
• Offer the first level of incident triage to identify and resolve issues
• Manage and maintain systems administration tasks
• Handle physical and virtual desktops, active directory services, and cloud hosted services
• Utilize ticketing tools such as ServiceNow to track and manage support requests
• Utilize Tableau, SQL, and PowerBI for data analysis and reporting
• Experience running bridges for incident management

Requirements:

Required Skills:

• Outstanding interpersonal skills - both written and verbal
• Experience in helpdesk and production support
• Proficiency in systems administration tasks
• Knowledge of managing physical and virtual desktops, active directory services, and cloud hosted services
• Experience with ticketing tools such as ServiceNow
• Proficiency in Tableau, SQL, and PowerBI

Preferred Skills:

• Experience with running incident bridges

Location: Merrimack, NH

Shift: First shift (supporting 7am-7pm) rotating split shift