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Helpdesk Support Specialist

The Helpdesk Support Specialist is responsible for supporting the IT helpdesk systems, troubleshooting and support hardware, software, peripheral equipment, and networking.  Additionally, they will support end users, deploy new hardware and software, maintain systems updates, vendor relations, etc. This is a hybrid position in Little Falls, NJ.






Position Responsibilities
  • Performs installations, repairs, and preventative maintenance on user computers.
  • Troubleshoots end user hardware/software issues, printers/scanners/copiers, telephone/PDA/iPhone/Android equipment, and any other peripherals.
  • Maintains record of reported hardware/software issues and remedial action taken, and installation activities.
  • Assists with the development of training materials and procedures, and/or train employees in the proper use of hardware/software.
  • Creates instructions for new enhancements to be distributed to employees and organize systems trainings for local and remote employees.
  • Manages Help Desk software to respond and track staff issues and needs.
  • Escalates technical issues to vendors as needed.
  • Performs other ad-hoc work/special projects as necessary to support the IT Department on various client and internal initiatives.
  • Exercises absolute discretion in handling confidential and sensitive information.


Education & Essential Skills
  • BS in computer preferred.
  • Minimum of two years of experience.
  • Extensive knowledge and experience with Windows XP, 7, 8, 10, MS Office 2010, 2013, and 2016.
  • Configures and deploys mobile devices.
  • Demonstrates professional integrity.
  • Dependable, flexible, and adaptable to changing client needs and initiatives.
  • Ability to work well in a fast paced, small team environment.
  • Must be able to work independently, multi-task, and prioritize effectively.
  • Highly organized and detail-oriented; strong judgment and problem-solving skills.
  • Highly motivated and goal oriented; proactive in one’s own education and career progression.
  • Volunteers for and shows initiative on both internal and external projects and tasks.
  • Dedicated to upholding high quality standards and customer service focus.
  • Ability to establish and maintain effective working relationships with employees and clients.
  • Strong oral and written communication skills as well as strong analytical skills.


Experience
  • Experience with Microsoft DHCP, DNS, Active Directory, Microsoft SharePoint 2010 and Skype for Business-2016.
  • Experience in Tier 1 and 2 technical support.


Average salary estimate

$60000 / YEARLY (est.)
min
max
$50000K
$70000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Helpdesk Support Specialist, ACORD Corporation

Are you ready to take on a rewarding role as a Helpdesk Support Specialist with a dynamic company in Little Falls, NJ? In this position, you'll be the backbone of our IT helpdesk systems, lending your troubleshooting expertise to support a variety of hardware and software issues. Whether you’re repairing user computers, configuring mobile devices, or maintaining records of reported issues, your skills will shine as you assist our end users in navigating their technical challenges. The role involves deploying new hardware and software, ensuring everything is updated and running smoothly. You will also get to flex your organizational skills by creating training materials aimed at helping employees utilize their technology effectively. As you manage tasks in our Help Desk software, your ability to prioritize and multitask will be key as you work in a fast-paced, supportive environment. Working both independently and as part of a small, collaborative team, you’ll escalate technical issues to vendors when necessary and collaborate on special projects to support our IT department’s initiatives. We're looking for someone dependable, flexible, and proactive about their career progression who can deliver top-notch customer service with a friendly attitude. If you're eager to grow your skills and contribute to our success, we want to hear from you!

Frequently Asked Questions (FAQs) for Helpdesk Support Specialist Role at ACORD Corporation
What are the responsibilities of a Helpdesk Support Specialist at our company?

As a Helpdesk Support Specialist at our company, you will be responsible for troubleshooting hardware and software issues, performing installations and repairs on user computers, and managing Help Desk software to track staff issues. You'll also be involved in training employees, deploying new systems, and maintaining vendor relations, ensuring that our IT infrastructure runs smoothly and efficiently.

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What qualifications are necessary for the Helpdesk Support Specialist role?

To qualify for the Helpdesk Support Specialist position at our company, you should have a Bachelor’s degree in computer science or a related field, along with a minimum of two years of experience in IT support. Familiarity with operating systems such as Windows 10 and software applications like MS Office is essential. Strong communication and problem-solving skills are also critical for success in this role.

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What kind of technical skills does a Helpdesk Support Specialist need?

A Helpdesk Support Specialist at our company should possess extensive knowledge of Windows operating systems, as well as experience with Microsoft DHCP, DNS, Active Directory, and tools like SharePoint and Skype for Business. Knowledge of mobile device configuration and deployment is also important, as you'll be supporting various end-user devices.

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How does the Helpdesk Support Specialist role contribute to customer satisfaction?

The Helpdesk Support Specialist plays a vital role in customer satisfaction by ensuring that all technology-related issues are resolved quickly and effectively. By providing prompt support, maintaining positive relations with end users, and delivering high-quality service, you'll help create a seamless technology experience for our employees, ultimately contributing to their productivity and engagement.

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What qualities make a successful Helpdesk Support Specialist?

Successful Helpdesk Support Specialists at our company are highly organized, adaptable, and capable of maintaining professionalism even in stressful situations. They possess strong analytical skills and a proactive approach to problem-solving. Being dependable, customer-focused, and demonstrating integrity are all qualities that contribute to success in this role.

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Common Interview Questions for Helpdesk Support Specialist
Can you describe your experience with troubleshooting hardware and software issues?

In answering this question, provide specific examples of issues you've resolved, detailing the steps you took to identify and fix the problems. Highlight your familiarity with various operating systems and software applications, and illustrate your ability to communicate technical information effectively to non-technical users.

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How do you prioritize multiple support requests in a busy environment?

When discussing how to prioritize requests, emphasize your method for assessing urgency and impact. Talk about your experience with Help Desk software, and mention any techniques you use for rapid response, ensuring that critical issues receive immediate attention while balancing other tickets.

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What steps would you take when a problem requires escalation?

When answering this question, describe your process for documenting the issue, including all relevant information you gathered. Explain how you communicate with the vendor or higher technical support, showing that you understand when to escalate and how to facilitate the follow-up to ensure resolution.

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How do you communicate technical information to non-technical staff?

Provide an example of a time you successfully explained a complex technical concept to a non-technical audience. Focus on your ability to simplify jargon into relatable terms and how you ensure that the listeners understand the solution or necessary steps they must follow.

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How have you contributed to team projects in previous roles?

Highlight specific instances where you volunteered for projects or took the initiative to improve processes. Discuss how collaboration with teammates led to a successful outcome and emphasize the importance of teamwork in delivering high-quality IT support.

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What experience do you have with training employees on new software?

Share your past experiences in developing training materials or conducting workshops. Discuss your approach to fostering understanding and making learning engaging, and provide examples of how you assessed whether employees grasped the information effectively.

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What strategies do you use to stay updated on the latest IT trends and technologies?

Mention any professional resources you utilize to keep your IT knowledge current, such as online courses, webinars, industry publications, or professional organizations. Describe how continuous learning enhances your effectiveness as a Helpdesk Support Specialist.

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Can you explain your experience with customer service in an IT context?

Discuss your approach to providing outstanding customer service, emphasizing your commitment to understanding end users' needs and your responsiveness to their concerns. Provide examples of positive feedback you've received from users after resolving their IT issues.

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What role do you think communication plays in IT support?

In your response, highlight the importance of clear and effective communication in resolving issues and fostering collaboration with users and vendors. Provide examples of how effective communication has led to successful outcomes in previous roles.

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How would you handle a situation where you are unable to immediately solve a user's issue?

Explain your method for managing user expectations while ensuring your commitment to follow up on their issue. Highlight the importance of listening actively, documenting the problem, and keeping the user informed throughout the resolution process.

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SENIORITY LEVEL REQUIREMENT
TEAM SIZE
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HQ LOCATION
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EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 14, 2025

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