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FiberLight, LLC · 2 days ago

IT Service Desk Support Specialist

Plano, TX

Full-time

Onsite

Entry Level

1+ years exp

FiberLight, LLC is seeking a skilled IT Help Desk Support Specialist to join their IT team. The role involves being the first point of contact for employees seeking technical assistance, providing solutions to hardware, software, and network issues, as well as managing account access and IT inventory.

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Responsibilities

Act as the initial point of contact for employees seeking technical assistance through various channels, including phone, email, or in-person

Diagnose and resolve hardware, software, and network issues reported by end-users

Assist with account creation, password resets, and access permissions for various applications and systems

Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other hardware devices

Record and track all support incidents and service requests in the help desk ticketing system

Contribute to the development and maintenance of the IT knowledge base, providing self-help guides and resources for end-users

Provide basic training to employees on commonly used software applications and technology best practices

Maintain accurate records of IT assets and equipment, including tracking inventory, issuing hardware, and performing periodic audits

Escalate complex or unresolved issues to appropriate IT teams and collaborate with other IT specialists to resolve problems efficiently

Assist in enforcing IT security policies, such as malware prevention, data protection, and access controls

Qualification

Technical Support ExperienceMicrosoft Windows KnowledgeNetworking ConceptsHelp Desk Ticketing SystemsCustomer Service SkillsIT Security AwarenessProblem-Solving SkillsCommunication SkillsDocumentation Skills

Required

High school diploma or equivalent; an associate or bachelor's degree in computer science or related field is a plus

Proven experience (1-2 years) in a help desk or technical support role, preferably in a business environment

Strong technical knowledge of Microsoft Windows and Office products, including Windows 10 and 11, Microsoft Office 365 suite, Visio, and MS Project

Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP

Familiarity with computer hardware, peripherals, and mobile devices (laptops, printers, smartphones)

Excellent problem-solving and troubleshooting skills, with the ability to adapt to various end-user needs

Exceptional customer service and communication skills, with the ability to explain technical concepts in a clear and concise manner

Prior experience with help desk ticketing systems and remote support tools is advantageous

Ability to work independently and collaboratively within a team environment

Preferred

Proficiency in operating systems such as Windows, Linux, or macOS, including system administration, file management, and basic command-line operations

Understanding of networking fundamentals, including IP addressing, subnetting, DNS, DHCP, routing, and network protocols (TCP/IP, HTTP, HTTPS, etc.)

Understanding of computer hardware components, including CPUs, RAM, storage devices, and peripherals

Ability to diagnose and resolve technical issues, both hardware and software-related, and provide effective solutions

Strong documentation skills and the ability to communicate technical concepts clearly to both technical and non-technical stakeholders

Awareness of information security best practices, including data encryption and access controls, and vulnerability assessment

Company

FiberLight, LLC

Digital transformation starts with purpose-built networks! FiberLight has been designing, building, and deploying one-of-a-kind fiber networks to ignite digital revolution for over 20 years.

Founded in 1998

Alpharetta, Georgia, USA

51-200 employees