IT Helpdesk Specialist - Onsite in Raleigh, NC

As an IT Helpdesk Specialist at Hanbury, your main responsibilities will include providing direct desk-side and remote support to staff, troubleshooting and repairing IT devices, and managing customer ticket resolutions according to service level requirements. You'll also assist teams in resolving both local and network issues while handling direct support for software and hardware-related problems.

To apply for the IT Helpdesk Specialist position at Hanbury, you will need at least an associate degree and a minimum of three years of hands-on experience in IT systems within a commercial production environment. Experience with Microsoft products, networking concepts, and client, server, and network service delivery is essential for success in this role.

Hanbury fosters a collaborative and growth-oriented environment, making it an excellent place to work as an IT Helpdesk Specialist. The firm also provides competitive salary packages and benefits like flexible working hours, professional development assistance, and a focus on employee well-being. You’ll have the chance to make a real impact while enjoying a fulfilling work experience in the architectural community.

To prepare for the IT Helpdesk Specialist role at Hanbury, focus on enhancing your technical skills in troubleshooting Microsoft products and network connectivity concepts. Familiarize yourself with common IT helpdesk scenarios and enhance your customer service skills. Understanding workflows specific to architectural firms can also provide valuable insights as you step into this role.

Yes, Hanbury encourages personal growth and development for its employees, including IT Helpdesk Specialists. You’ll have opportunities to take on high-priority projects, manage teams, and even obtain industry-recognized certifications. Your career can flourish with continuous learning and potential advancement within the firm.

In answering this question, focus on specific examples where you successfully diagnosed and resolved issues related to Windows 10 and Office 365. Highlight your ability to handle common challenges and your approach to problem-solving, emphasizing your technical knowledge and communication skills.

When discussing your ticket management strategies, mention how you prioritize issues, ensure timely responses, and follow up with users. Explain how documenting solutions helps in creating a knowledge base for future reference and contributes to improved efficiency in service delivery.

To tackle this question, provide an example where you simplified a technical issue for a non-technical user. Focus on your approach by using analogies or step-by-step explanations, ensuring you actively listen to their concerns and tailor your communication style to make the topic accessible.

Share your practical experiences in diagnosing network issues. Discuss specific scenarios where you identified layer 1 problems and how you employed your skills in DNS, DHCP, SSL, and TCP/IP to resolve them effectively.

Respond with a real-life example where you went above and beyond to assist a customer or colleague. Emphasize your communication, patience, and problem-solving skills. Highlight the positive impact your assistance had on their experience and the importance of customer satisfaction in your role.

In your answer, discuss your methods for staying informed about the latest trends, such as following industry publications, attending webinars, participating in online forums, or pursuing relevant certifications. This illustrates your commitment to continuous learning and professional development.

Mention specific remote support tools and platforms you are familiar with, such as TeamViewer, AnyDesk, or built-in Microsoft tools. Share your experiences with these tools, illustrating how they enhance your ability to resolve issues efficiently and maintain effective communication with users.

Discuss your approach to prioritization, outlining how you assess the urgency and impact of each issue. Mention your strategies for multitasking and maintaining a clear communication line with users to keep them informed while managing their expectations.

Demonstrate your research by discussing Hanbury's focus on collaboration and its commitment to providing innovative solutions for architectural projects. Relate this to your skills and experiences to show how you would align with the company’s vision and contribute to their IT support efforts.

In your answer, emphasize how teamwork promotes knowledge sharing, improves problem-solving capabilities, and enhances the overall efficiency of the support process. Point out that collaboration with other teams can lead to quicker resolutions and a stronger understanding of nuanced user needs.