Help Desk Specialist

About The Opportunity

American Bath Factory is a rapidly expanding leader in the home improvement and bathroom renovation industry, delivering tailored bathroom solutions to homeowners and contractors throughout the United States. Focused on customer satisfaction, the company leverages innovative technology and a dedicated team to transform installation challenges into smooth, hassle-free experiences. As the company grows, it seeks a proactive Help Desk Specialist to maintain seamless operation of internal systems and support field teams effectively.

Role & Responsibilities

• Offer Tier 1 and Tier 2 technical assistance for internal staff and field technicians on company software, mobile devices, and systems.
• Identify and fix issues related to hardware, software, and network on desktops, laptops, tablets, and mobile devices.
• Record and monitor all support requests using a centralized ticketing platform to guarantee prompt resolution and knowledge management.
• Work closely with IT and operations departments to escalate complex problems and enact preventive measures.
• Facilitate onboarding by providing new hires with necessary system access, tools, and instructional materials to ensure smooth integration.
• Enhance help desk processes and documentation to minimize recurring problems and boost team productivity.

Skills & Qualifications

Essential:

• Proficiency with Windows operating systems
• Experience with Microsoft 365 applications including Outlook, Teams, and SharePoint
• Familiarity with remote desktop support applications like AnyDesk and TeamViewer
• Knowledge of Active Directory administration
• Usage of helpdesk ticketing systems such as Jira, Zendesk, or Freshservice
• Understanding of TCP/IP networking basics
• Competence in hardware troubleshooting
• Strong customer service orientation

Preferred:

• Background in supporting mobile or field-based teams
• Awareness of CRM or ERP platforms including Salesforce and NetSuite
• Basic insight into VoIP and telephony technologies

Benefits & Culture

• On-site position fostering a cooperative, hands-on team culture with no remote work options
• Possibilities for career advancement in IT infrastructure or systems analysis as the organization expands
• Leadership that encourages problem-solving, initiative, and effective communication