Help Desk Specialist

Set Solutions is seeking a skilled Help Desk Technician. Set Solutions, a Trace3 company, is supporting a client. This role is NOT with Trace3 but with a valued client.

Key Responsibilities:Provide advanced technical support for hardware-related issues in a Windows environment, including desktops, laptops, printers, scanners, and peripherals.Collaborate with co-workers to research and find solutions to complex technical problems.Review repeat issues and develop training materials and documentation for Tier 1 support to enhance their ability to resolve common issues independently.Test software and hardware to evaluate ease of use and determine whether products will improve user productivity.Support daily operations for related business systems and processes, ensuring smooth functionality and minimal disruption to end-users.Conduct proactive walk-throughs to ensure user equipment is functioning correctly and address any potential issues proactively.Write software and hardware evaluation reports and recommendations for management review.Develop and revise user-training manuals and standard operating procedures to improve end-user proficiency and system reliability.Create training materials, such as exercises and visual displays, to facilitate effective user training sessions.Train users on software and hardware either on-site or in-classroom settings, or recommend outside contractors for specialized training needs.Support ad hoc projects as assigned by management, demonstrating flexibility and adaptability to meet changing business requirements.Perform all other duties as assigned to contribute to the overall success of the IT support team and organization.

Skills/Experience Required:Minimum of 1 year of experience supporting enterprise IT systems and software, with a strong working knowledge of relevant technologies and concepts.Driven and confident individual who demonstrates professionalism to positively represent the company.Proven ability to work on diverse projects simultaneously, requiring detailed analysis, creative problem-solving, time management, and sound judgment.Self-motivated with the ability to work effectively in a team-oriented and collaborative environment.Demonstrated analytical, problem-solving, and critical thinking skills.Strong relationship building and interpersonal skills, with a customer service mindset.Excellent oral and written communication skills, with the ability to communicate effectively within all levels of the organization, including non-IT staff.Knowledge of design principles and experience with solutions architecture.Exceptional organizational, prioritization, and multitasking abilities.