IT Helpdesk Specialist - In Office, Norfolk, VA

As an IT Helpdesk Specialist at Hanbury, you'll primarily be responsible for providing direct desk-side and remote support to our staff, troubleshooting and repairing IT devices. This includes managing customer tickets in accordance with established Service Level Requirements (SLRs) and ensuring that customer needs are met promptly. You will also assist other teams with local and network issues and leverage your networking knowledge to resolve layer 1 connection problems.

To qualify for the IT Helpdesk Specialist position at Hanbury, candidates should have an Associate degree and at least three years of hands-on IT systems experience in a commercial environment. Proficiency in Microsoft products like Windows 10/11 and Office 365, as well as a solid understanding of networking concepts such as DNS and DHCP, is crucial. Strong communication skills and the ability to explain complex IT jargon in simple terms will also be essential.

Yes! Hanbury offers a comprehensive benefits package for the IT Helpdesk Specialist position including 401(k) plans with matching contributions, health and dental insurance, flexible spending accounts, and paid time off. Additionally, you'll have opportunities for professional development assistance to help you grow in your career.

At Hanbury, our IT Helpdesk Specialists work in a collaborative and friendly office environment. You'll be based in our Norfolk, VA office, engaging with staff across multiple locations. The culture encourages personal growth and teamwork, allowing you to thrive and contribute positively to our architectural team's tech needs.

As an IT Helpdesk Specialist at Hanbury, familiarity with various Microsoft products, networking concepts, and IT troubleshooting tools is essential. Experience with VMware, Cisco networking, and possibly Autodesk products will be beneficial. Additionally, you should have a working knowledge of Active Directory and IT service delivery environments.

When answering this question, focus on the specific Microsoft products you've worked with, such as Windows 10/11 and Office 365. Detail the scope of your experience, including troubleshooting methods and any successes you’ve had in resolving issues. Highlight your familiarity with Active Directory as it relates to user management and system integrity.

In your response, discuss specific strategies you use to remain calm and collected under pressure. Describe a particular scenario where you faced a challenging issue and how your approach led to a successful resolution. Stress the importance of prioritization and effective communication in maintaining user trust.

Outline a systematic approach you follow for troubleshooting connectivity issues, such as checking physical connections, diagnosing hardware problems, and ensuring proper configuration of network settings. Mention any tools you use to assist in this process and why following a structured method is crucial.

This is a chance to show your communication skills and ability to simplify technical jargon. Choose a concept like 'DNS' or 'cloud computing' and break it down using analogies or simple language. This will demonstrate your capability to help users understand critical IT elements.

Discuss your experience with specific ticketing systems you've used, including how you prioritize and manage customer requests efficiently. Highlight your understanding of Service Level Agreements (SLAs) and how you ensure customer satisfaction through timely responses.

Share your methods for keeping current with industry trends, such as subscribing to IT newsletters, attending webinars, or engaging in professional networks. Discuss any certifications or courses you've pursued to expand your knowledge and how you integrate new information into your work.

Emphasize the importance of thorough documentation for maintaining organizational knowledge. Describe the tools or methods you use for documentation, such as maintaining a knowledge base or creating guides for common issues, and explain how this helps streamline support in the long term.

Prepare to give a specific example that illustrates your commitment to customer service. Detail the situation, how you recognized the user's need, the steps you took to assist them, and the positive outcome that resulted. This will showcase your dedication to user satisfaction.

Discuss the importance of teamwork in IT support. Provide examples of how you’ve effectively communicated and collaborated with colleagues or other departments to resolve complex issues. Highlight your adaptability and willingness to seek input from others.

When answering this question, align your career goals with what Hanbury stands for, such as personal growth and professional development. Share your ambitions to deepen your knowledge in IT support, potentially explore advanced technologies, or take on leadership roles in the future.