Help Desk Specialist

Overview

Pittsburgh Winsupply - Fire Sprinklers & Fabrication is looking for a customer-oriented Help Desk Technician to join their IT team under a 4-month contract-to-hire arrangement. Initially, the role requires working onsite to understand the work environment, form relationships with users, and become familiar with the company's systems and processes. After successfully completing the contract period and converting to a permanent employee, the position shifts to mostly remote work with occasional onsite presence as needed.

This role suits IT professionals with around two years of help desk or desktop support experience eager to advance within a stable company.

Responsibilities

• Deliver Tier 1 and Tier 2 technical assistance via phone, email, chat, and remote support tools.
• Troubleshoot Windows OS, Microsoft 365 suite, Outlook, Teams, and other common business software.
• Resolve issues related to hardware, software, printers, VPNs, and network connectivity.
• Manage IT support tickets by creating, updating, documenting, and closing them within the service management system while adhering to SLAs.
• Install, configure, and maintain desktops, laptops, monitors, printers, and mobile devices.
• Handle password resets, user account setups, and group membership tasks in Active Directory and Microsoft Entra ID (Azure AD).
• Assist remote staff with VPN and remote access troubleshooting.
• Escalate complex problems to senior infrastructure or application teams when appropriate.
• Record troubleshooting procedures and contribute to the internal knowledge base.
• Provide excellent customer service, effectively communicating technical information to users with non-technical backgrounds.

Required Qualifications

• About two years in Help Desk, Service Desk, or Desktop Support roles.
• Experience supporting Windows 10 and 11 operating systems.
• Familiarity with Microsoft 365 applications.
• Experience with user management in Active Directory.
• Knowledge of ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar.
• Basic understanding of networking principles including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi.
• Strong troubleshooting aptitude combined with excellent communication and customer service skills.
• Ability to manage multiple support issues efficiently in a dynamic environment.

Preferred Qualifications

• Prior experience supporting remote users.
• Exposure to Microsoft Intune or endpoint management solutions.
• Knowledge of Microsoft Entra ID (Azure AD).
• Relevant certifications such as CompTIA A+, Network+, or Microsoft credentials preferred.
• Experience using remote support software like BeyondTrust, TeamViewer, or ConnectWise Control.