IT Helpdesk Specialist
Gotion Inc., Manteno, IL, United States
Position Summary
The IT Helpdesk Specialist serves as the first point of contact for all internal technical support requests. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network issues while delivering excellent customer service to end users. The ideal candidate is responsive, detail-oriented, and able to communicate technical solutions in a clear, user-friendly manner.
Key Responsibilities
Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
Respond to helpdesk tickets, emails, and phone calls in a timely and professional manner
Troubleshoot hardware, software, network connectivity, and system access issues
Install, configure, and maintain operating systems, applications, and user accounts
Support Microsoft 365, email systems, VPN access, and remote desktop tools
Document incidents, resolutions, and processes within the ticketing system
Escalate complex issues to higher-level IT staff when necessary
Assist with onboarding/offboarding by setting up and deactivating user accounts and equipment
Maintain inventory of IT assets and ensure proper tracking
Follow IT policies, security protocols, and best practices
Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
2+ years of experience in an IT support or helpdesk role
Strong knowledge of Windows and/or macOS operating systems
Experience with Microsoft 365, Active Directory, and ticketing systems (e.g., ServiceNow, Zendesk)
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Familiarity with hardware troubleshooting and device setup
Strong problem-solving and analytical skills
Excellent verbal and written communication skills
Customer-focused mindset with a high level of patience and professionalism
Ability to prioritize tasks and manage multiple requests
Attention to detail and strong organizational skills
Ability to work independently and as part of a team
Preferred Qualifications
CompTIA A+, Network+, or similar certifications
Experience with remote support tools and endpoint management systems
Exposure to cybersecurity best practices
Base pay is one part of our total compensation package at Gotion, and is determined within a range. This provides you with the opportunity to progress as you grow and advance your career at Gotion. The base pay range for this role is shown below, and will depend on your skills, qualifications, experiences, and location.
Expected Pay Range
$60,000 - $70,000 USD
Gotion Inc. is proud to be an equal opportunity employer. We are dedicated to fostering a diverse workforce that reflects the communities we serve, cultivating a culture of inclusion and belonging, and ensuring equal employment opportunities for all.
We provide equal opportunity to all individuals regardless of race, creed, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related conditions (including breastfeeding), parental status, criminal histories consistent with legal requirements, or any other characteristic protected by law.
At Gotion Inc., we strive to create an environment where everyone feels valued, respected, and empowered to thrive.
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Key Responsibilities
Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals
Respond to helpdesk tickets, emails, and phone calls in a timely and professional manner
Troubleshoot hardware, software, network connectivity, and system access issues
Install, configure, and maintain operating systems, applications, and user accounts
Support Microsoft 365, email systems, VPN access, and remote desktop tools
Document incidents, resolutions, and processes within the ticketing system
Escalate complex issues to higher-level IT staff when necessary
Assist with onboarding/offboarding by setting up and deactivating user accounts and equipment
Maintain inventory of IT assets and ensure proper tracking
Follow IT policies, security protocols, and best practices
Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
2+ years of experience in an IT support or helpdesk role
Strong knowledge of Windows and/or macOS operating systems
Experience with Microsoft 365, Active Directory, and ticketing systems (e.g., ServiceNow, Zendesk)
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
Familiarity with hardware troubleshooting and device setup
Strong problem-solving and analytical skills
Excellent verbal and written communication skills
Customer-focused mindset with a high level of patience and professionalism
Ability to prioritize tasks and manage multiple requests
Attention to detail and strong organizational skills
Ability to work independently and as part of a team
Preferred Qualifications
CompTIA A+, Network+, or similar certifications
Experience with remote support tools and endpoint management systems
Exposure to cybersecurity best practices
Base pay is one part of our total compensation package at Gotion, and is determined within a range. This provides you with the opportunity to progress as you grow and advance your career at Gotion. The base pay range for this role is shown below, and will depend on your skills, qualifications, experiences, and location.
Expected Pay Range
$60,000 - $70,000 USD
Gotion Inc. is proud to be an equal opportunity employer. We are dedicated to fostering a diverse workforce that reflects the communities we serve, cultivating a culture of inclusion and belonging, and ensuring equal employment opportunities for all.
We provide equal opportunity to all individuals regardless of race, creed, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related conditions (including breastfeeding), parental status, criminal histories consistent with legal requirements, or any other characteristic protected by law.
At Gotion Inc., we strive to create an environment where everyone feels valued, respected, and empowered to thrive.
#J-18808-Ljbffr