What are the responsibilities and job description for the IT Help Desk Specialist position at Vaco by Highspring?
The Help Desk Support Specialist will assist with troubleshooting, diagnosing, and resolving technical issues related to hardware, software, networking, and other IT-related problems. The role will require strong communication skills, problem-solving abilities, and a willingness to learn in a fast-paced environment.
Location: Hybrid - Columbus, OH
Compensation: $20-25/hour (intent to hire FTE)
Key Responsibilities:
- Provide first-line support for users by phone, email, or chat.
- Troubleshoot and resolve technical issues related to software, hardware, and networking.
- Document all issues, resolutions, and actions taken in the help desk system.
- Escalate unresolved issues to higher-level support teams or specialized technicians.
- Assist in the setup, configuration, and maintenance of computer systems, hardware, and software.
- Perform routine checks and maintenance tasks for systems and network.
- Ensure timely resolution of user inquiries and follow up on open tickets.
- Maintain a positive customer service attitude and provide helpful guidance to users.
- Stay updated on common IT issues, solutions, and tools.
Skills/Experience Required:
- Education:Associate degree in information systems or similar preferred; High School Diploma or equivalent required
- Working knowledge of ticketing systems, preferably Freshservice
- Exposure of Active Directory management, including password resets and account updates
- Familiarity with security access systems like EntraPass Web
- Basic troubleshooting skills for phone systems and email security tools like Mimecast
- Ability to provide user support and training for conference room equipment
- Knowledge of VPN software installation and troubleshooting, especially Global Protect
- Excellent communication and customer service skills
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.
Salary : $20 - $25
