IT Help Desk Specialist, Senior

Responsibilities

• Act as the main point of contact for IT support requests received via tickets, phone, and email.
• Resolve or escalate Level I and II issues, maintaining ownership until completion with proactive status updates to requestors.
• Prepare new hire equipment, including computers, desk and mobile devices (iOS and Android), and peripherals.
• Create Windows user accounts and assign network access within the onboarding workflow.
• Coordinate repairs and maintenance of office printers and computing equipment with external vendors.
• Maintain standardized workstation configurations in alignment with established IT policies.
• Develop and publish knowledge base documentation to assist with training and self service needs.
• Provide basic in-house training on Microsoft Office applications (Word, Excel, Outlook, PowerPoint).
• Support conference room audiovisual systems to ensure reliable audio and video functionality.
• Maintain and monitor the asset database to ensure accurate hardware and software inventory records.
• Occasional travel as required.

Requirements

• Minimum 5 years of technical support experience, including at least 5 years in a Windows based environment.
• Bachelor’s degree preferred in Information Systems, Business, Communications, or a related field.
• Microsoft Certified Solutions Associate (MCSA) is a plus.
• Strong understanding of core network protocols including DHCP, DNS, TCP/IP, NSLOOKUP, VPN, and Remote Desktop.
• Advanced knowledge of Windows operating systems with emphasis on Windows 11, Office 365, and Exchange.
• Experience troubleshooting in networked environments, including permissions, calendar sharing, and delegation.
• Basic Active Directory administration for user accounts and security groups.
• Working knowledge of file server structures such as mapped drives and UNC paths.
• Strong problem solving and troubleshooting skills for Windows operating systems and Microsoft Office applications.
• Ability to clearly communicate technical information verbally and in writing to end users with varying skill levels.
• Strong oral and written communication skills that support effective troubleshooting and customer interaction.
• Ability to engage customers professionally with a friendly, service oriented approach.

Technologies

• Windows platforms (Windows 7, Windows 10, Windows 11)
• Office 365 and Microsoft Exchange
• Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Active Directory
• Remote Desktop
• Networking protocols: DHCP, DNS, TCP/IP, NSLOOKUP, VPN
• Mobile platforms: iOS and Android
• Audiovisual (A/V) systems

Benefits

• Competitive salary
• Paid time off
• Medical, dental, and vision coverage
• 401(k) retirement savings plan with company match
• Employee assistance program
• Employee discounts
• Flexible spending account
• Life insurance
• Referral program
• Tuition reimbursement
• Vision insurance

Culture

FM Industries emphasizes the synergy of people and technology. The company values diversity and seeks ways to delight customers. Success is celebrated, and integrity remains central to how FM Industries operates.