Specialist-IT Help Desk

Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

OVERVIEW:

We are seeking a proactive and customer-focused Helpdesk Support Specialist to join our IT support team. In this role, you will be responsible for providing technical assistance and support to end-users, resolving IT-related issues, and ensuring smooth operation of our systems and software. The ideal candidate will have excellent communication skills, a strong technical background, and a passion for delivering high-quality customer service.

PRIMARY RESPONSIBILITIES:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.
• Provide timely and effective resolution to IT-related issues, including hardware and software problems, network connectivity issues, and account access.
• Diagnose and troubleshoot technical issues using appropriate tools and resources.
• Guide end-users through step-by-step solutions and provide accurate information to resolve their problems.
• Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.
• Record and track all support incidents and service requests in the help desk ticketing system, ensuring proper documentation and follow-up.
• Prioritize and manage workload to meet service level agreements and ensure timely resolution of issues.
• Assist with account management tasks, including account creation, password resets, and access permissions.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and peripherals.
• Install, upgrade, and troubleshoot software applications, including operating systems and productivity suites.
• Contribute to the development and maintenance of the IT knowledge base, documenting solutions and best practices for end-users.
• Provide training and guidance to end-users on basic IT procedures and best practices.

QUALIFICATIONS:

• Associate degree or equivalent technical certification in Information Technology or related field.
• Minimum of 1-2 years of experience in a helpdesk or technical support role.
• Strong knowledge of PC hardware, operating systems (Windows and/or macOS), and software applications.
• Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with troubleshooting common IT issues, such as email problems, printer connectivity issues, and software errors.
• Proficiency in using help desk ticketing systems to record and track support incidents.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to non-technical end-users.
• Strong problem-solving skills and the ability to work independently or collaboratively in a fast-paced environment.
• Customer-centric mindset with a commitment to delivering high-quality customer service.
• Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Join our team and play a vital role in supporting our end-users and maintaining the productivity of our organization. If you are a proactive problem-solver with a passion for technology and customer service, we encourage you to apply for this exciting opportunity.

WORKING CONDITIONS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to [email protected].