Help Desk Support Specialist

Company Statement:

Headquartered in Suwanee, GA, Pearlman Group, is a multi-channel developer and distributor of specialty supplies, tools, and equipment used in the fabrication, maintenance, cleaning, and restoration of surfaces for residential, commercial, and industrial end-markets. The Company’s products include an extensive offering of proprietary, exclusive, and nationally branded products with over 18,000 SKUs across multiple price points and applications.

Job Purpose / Summary:

The Helpdesk Support Specialist reporting to the IT Operations Manager will leverage development best practices to design, develop, and support new internal solutions, maintain and improve existing custom solutions, and ensure the integrity and availability of the Pearlman Group’s business applications, databases, and reporting environment. A successful candidate will be self-motivated and driven to investigate and resolve issues with legacy applications and data integrations while balancing multiple projects. The candidate will have excellent troubleshooting and communication skills as well as the ability to work directly with business leaders to design and develop new solutions to support both new and existing business needs.

Essential Duties & Responsibilities:

The Helpdesk Support Specialist will be responsible for the following, but not limited to:

• Serve as the initial contact for reporting of technical issues and answering questions regarding software/hardware/network issues.
• Accurately diagnose and resolve technical issues.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Effectively escalate issues to the appropriate resources when necessary.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation. 
• Ability to prioritize work and exercise good judgment while managing multiple tasks.
• Can function collaboratively as part of a fast-paced, customer-oriented team, perform effectively as an independent producer under broad management direction, and demonstrate a willingness to support the team on all levels to achieve organizational goals and objectives.
• Perform other duties and projects as assigned.

Qualifications & Education Requirements: 

To perform the job successfully, an individual must have the following:

• At least 3 years of experience in technical support or helpdesk role.
• Proficiency with current Windows operating systems; server and desktop OS.
• Experience with Azure Active Directory and Exchange
• Experience with O365 Administration supporting Intune, MFA, and Self-Service Password Tools.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware onsite and remotely.
• End-User desktop support, mobile device support, email support, phone support
• Proficient experience using Outlook, Word, Excel, and PowerPoint in a Windows operating system.
• Minimum of an associate degree in a related discipline or 2+ years of directly related experience preferred. 

Travel Required:

• 0-10% Travel as needed

Working Conditions / Physical Demands:

• Utilize a laptop computer/iPad and other tools 
• Must be flexible to work both remotely and in front of customers
• Needs to handle issues off hours on laptop/phone/WhatsApp on occasion