Helpdesk Assistant Specialist

Job Title:

Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

As a Helpdesk Assistant Specialist, you will provide end user support across desktop, network, telephony, and application environments. You will help maintain, analyze, troubleshoot, repair, replace, and upgrade computer systems, hardware, software, and peripherals while supporting timely ticket and incident resolution according to SLAs. This role is ideal for a detail-oriented problem solver with strong communication skills and a passion for dependable, customer-focused IT support.

Responsibilities

• Provide end user support for desktops, laptops, hard phones, Wi-Fi devices, applications, peripherals, and related hardware and software.
• Apply service management fundamentals, including problem management, incident management, root cause analysis, and ticket analysis for deskside-supported equipment.
• Support troubleshooting of local servers and network devices in coordination with remote Network and Server teams.
• Use intermediate knowledge of network, server, and voice infrastructure to support issue diagnosis and resolution.
• Perform troubleshooting using tools and methods such as ping, tracert, AD Group Policy test outputs, DNS resolution checks, net commands, and IP configuration.
• Maintain hub room and data center structured cabling as needed.
• Support hardware repair and replacement activities, including motherboards, SMPS, RAM, laptop LCD screens, laptop keyboards, Avaya hard phone configuration, and video conferencing equipment.
• Troubleshoot software and operating system issues, including Windows 10, Microsoft Office 2013 and above, Office 365, Outlook configuration, Skype for Business, OneDrive, softphones, antivirus, VPN, Wi-Fi configuration, printers, scanners, biometric devices, data encryption, imaging/ghosting, and video conferencing.
• Perform firmware updates for deskside equipment, including Cisco and Avaya phones.
• Evaluate scenarios, capture key information, and recommend inputs to support decisions on process exceptions.
• Coordinate troubleshooting for high-impact and severity 1/2 issues and communicate real-time updates to the BRC team as required.
• Support IT operations and end-to-end IT service delivery in a shift-based environment.
• Assist with onboarding new accounts, ramp-ups, ramp-downs, and account movements.
• Support BCP testing and failover activities by completing or coordinating floor checkouts.
• Help ensure site compliance and security by maintaining systems compliance and supporting audits aligned with COPC, ISO 27001, and contract requirements.
• Resolve IT tickets using an ITIL-based framework and maintain required documentation for compliance and audit readiness.
• Raise change requests with supporting artifacts according to defined processes.
• Complete BitLocker desktop validation, OU user policy validation, and computer OU policy validation.
• Install encryption software on desktops and laptops to support compliance requirements.
• Help achieve and maintain strong IT VOC scores from operations teams.
• Work rotational shifts, including night shifts, in a 24/7 environment.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

• 1+ years of experience supporting desktop/laptop hardware and software in a Windows-based PC/LAN environment, or equivalent experience.
• Degree or diploma in Computer Science required.
• MCSE or similar certification preferred.
• Hands-on experience supporting desktops, laptops, Citrix/Horizon client, Windows software, and hardware.
• Experience troubleshooting Microsoft Office 2016 and above and/or Office 365.
• Proven experience in problem management, incident management, customer/client management, change management, RCA, and ticket analysis.
• Prior experience troubleshooting and supporting desktops, laptops, applications, hard phones, and Wi-Fi devices.
• Demonstrable experience with ticket resolution using Remedy and an ITIL-based framework.
• Experience maintaining systems compliance and supporting audits aligned with standards such as COPC and ISO 27001.
• Strong communication skills, attention to detail, and problem-solving capabilities.
• Strong team collaboration, team motivation, and development skills.
• Flexibility to work overtime as needed.
• Willingness to work rotational shifts, including night shifts, in a 24/7 support environment.

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