Helpdesk Specialist III

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!