IT Service Desk Consultant

The key responsibilities of an IT Service Desk Consultant at Wolf Consulting, LLC include handling Tier 2 help desk requests, which involve user and computer account maintenance, supporting Microsoft Windows Server infrastructure, Microsoft 365, Office 365, and Azure implementations. Additionally, you'll work with remote management tools, scripting, backups, disaster recovery, and cybersecurity measures. Your expertise will help ensure our clients can focus on their business while we manage their technology needs.

To qualify for the IT Service Desk Consultant role at Wolf Consulting, LLC, candidates should have a minimum of three years of hands-on IT experience, preferably in supporting Microsoft networks for small to mid-sized businesses. A degree in Information Technology or equivalent experience is preferred, along with relevant industry certifications like Microsoft or CompTIA. Strong customer service skills are a must, as is the ability to work collaboratively within a team.

Employees in the IT Service Desk Consultant role at Wolf Consulting, LLC can expect a competitive salary along with a comprehensive benefits package that includes 100% employer-paid medical, vision, and dental insurance at the employee level. Other benefits include generous PTO, a 401(k) plan with company match, a profit-sharing program, and a monthly stipend for cellular phone expenses. We also offer opportunities for career growth and development.

At Wolf Consulting, LLC, IT Service Desk Consultants enjoy a hybrid working model that involves working two days a week in our Monroeville office and three days remote once their initial onboarding and training are complete. This model allows for flexibility while ensuring that consultants remain connected and collaborative with their teams as they provide excellent support to clients.

The company culture at Wolf Consulting, LLC is vibrant and team-oriented. As an IT Service Desk Consultant, you’ll be part of a supportive and energetic environment where collaboration and mentorship are encouraged. We believe in work-life balance, so we organize social events and provide volunteering opportunities to foster team bonding and engagement outside of the office.

In answering this question, highlight your specific experiences and projects involving Microsoft 365, including the implementation process, typical challenges faced, and how you ensured smooth user transitions. Discuss your familiarity with troubleshooting common issues users encounter and emphasize your commitment to customer service and support.

When asked this question, explain your method for prioritizing support tickets based on urgency, impact, and client needs. Provide examples of tools you use, like ticketing systems, and discuss your effective communication strategies to keep clients informed about their requests, reinforcing your organizational and time-management skills.

In your response, describe your mentoring approach, emphasizing communication, patience, and hands-on training. Share examples of how you've helped junior team members develop their skills and confidence, perhaps through pair programming or conducting knowledge-sharing sessions.

To answer this, share the resources or methods you utilize to keep up with advancements, such as attending workshops, following industry blogs, participating in online courses, or acquiring certifications. Highlight how this continuous education benefits your role as an IT Service Desk Consultant.

When answering this, choose a specific example of a complex problem you’ve faced. Discuss the circumstances that made it challenging, the steps you took to address the issue, how you collaborated with others, and the lessons learned. This demonstrates your problem-solving skills and resilience in stressful situations.

In your response, outline any specific projects or responsibilities you’ve had related to cybersecurity. Discuss the importance of securing client data, mention tools and strategies you've utilized, and highlight your proactive approach to identifying vulnerabilities and preventing issues.

Explain your customer service philosophy and your commitment to resolving client dissatisfaction. Provide an example of a situation where you successfully turned a negative experience into a positive one, demonstrating your problem-resolution skills and empathy.

Discuss the remote management tools you are familiar with, why you prefer them, and how they improve efficiency and support delivery. Mention specific experiences where these tools enhanced your troubleshooting or monitoring capabilities.

Emphasize your understanding of the importance of proper documentation in IT support. Share your strategies for maintaining records, such as consistent ticket updates and summaries, and how you ensure that new team members can easily understand established processes.

In your answer, express your enthusiasm for Wolf Consulting’s commitment to customer service, professional growth opportunities, and team culture. Relate how your personal values align with the company’s mission and how you see yourself contributing to the team’s success.