Help Desk Specialist

 Tusker is a nationwide technology solutions and services company helping organizations solve complex IT challenges and move their businesses forward. Our expertise spans cloud infrastructure, cybersecurity, managed services, modern workplace, AI, and more. We’re a growing team that values strong relationships, fresh thinking, and doing great work—for our clients and for each other. It all comes back to a simple philosophy that guides who we are: People First. Always. 

We are seeking a Help Desk Specialist to be the front-line support position dedicated to the quick response, diagnosis, and resolution of customer issues. This position will utilize a variety of tools and resources to address trouble tickets related to hardware, software, and internet-based issues. The Help Desk Specialist must have the ability to handle difficult situations, at the same time meeting the communication needs of customers and co-workers with courtesy and efficiency.

• Provide phone support to Tusker customers, including remote desktop and server support.
• Monitor and perform routine server health checks for maintenance customers.
• Monitor service alerts from our various tools, identify and resolves issues related to those alerts.
• Review, follow-up on and complete assigned activity in ticketing system
• Monitor service board and ensure that tickets are worked within the customers’ Service Level Agreement and promised timeline.
• Track the progress on work performed to ensure that open service tickets continue moving forward to completion.
• Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
• Manage configuration changes of monitoring and management software to ensure the highest level of customer support.
• Provide and analyze reports on the health and service history of contracted customers.

• Must understand workstations, server, security, wireless, network infrastructure, etc. System and topologies that Tusker sells and services.
• General knowledge of the Networking Service industry and products.
• Minimum of 1+ years of computer /networking experience.
• High School education or GED and Post-secondary education in field.

Tusker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We seek team members from all backgrounds to join our organization, and we encourage our employees to bring their authentic, unique, and best selves to work.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. 

Tusker makes hiring decisions based solely on qualifications, merit, and business needs at the time.