IT Support Specialist (Tier 1 Helpdesk)

Position Summary: The IT Support Specialist serves as the primary point of contact for end-user technology support. This Tier 1 role provides timely troubleshooting and resolution of hardware, software, network, VoIP, and application issues while helping maintain the company's IT infrastructure and delivering excellent customer service., * Respond to and resolve IT support tickets promptly using the company helpdesk system while maintaining high customer-service standards.

• Image, configure, and deploy PCs, laptops, and peripherals; install and maintain software applications.
• Manage user accounts and permissions across Active Directory, email systems, Microsoft 365, and other platforms.
• Monitor, maintain, and administer backup systems to ensure data integrity and rapid recovery.
• Administer and troubleshoot VoIP telephony systems and related infrastructure.
• Support and maintain laser printers, label printers, handheld RF scanners, and other

specialized hardware.

• Assist with ERPNext (Frappe Framework) operations and basic administration.
• Install network cabling as needed and support basic networking tasks with Unifi

equipment.

• Perform routine hardware/software maintenance, evaluate system performance, and apply security patches.
• Manage endpoint protection, support cybersecurity best practices, and help protect company data.
• Assist with internal/external email systems, FTP site access, and company website updates.
• Maintain accurate IT asset inventory and up-to-date technical documentation.
• Provide support for ad-hoc IT projects and other tasks as assigned.

Do you have experience in Windows?, * 1+ years of experience in IT helpdesk, desktop support, or a related field (strong entry-level candidates with demonstrated aptitude will be considered).

• Proficiency with Windows 10/11, Microsoft 365/Office 365, and PC hardware troubleshooting.
• Strong customer service and communication skills with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving, time-management, and multitasking abilities.
• Ability to work independently and collaboratively in a fast-paced environment.
• Willingness to learn new technologies quickly.
• Ability to occasionally lift and/or move up to 50 pounds.
• A+ Certification (or equivalent) is preferred.

Preferred Skills & Experience

• Knowledge of Linux-based operating systems.
• Experience with Unifi networking equipment, VoIP systems, and basic networking concepts.
• Familiarity with ERP systems (especially ERPNext), databases, Airtable, Adobe suite, or Thunderbird.
• Basic knowledge of scripting (Python, PowerShell) or web technologies (HTML, CSS).
• Understanding of cybersecurity best practices.
• Experience with modern ticketing systems and remote-support tools.

Pulled from the full job description

• Flextime
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, * Health insurance
• Vision and dental insurance
• Short and long term disability
• Life insurance
• Paid holidays
• Paid time off (PTO)
• Flex time schedule
• Discretionary bonuses
• 401(k) with 3% employer contribution
• EAP

HDL Research Lab Inc is an Equal Opportunity Employer. We proudly support hiring veterans and encourage those with military experience to apply.

With over 40 years of experience in the defense industry, HDL Research Lab's mission is to design and build high quality custom power electronics for military and aerospace applications. Our products operate everywhere-from submarines deep within the ocean to missiles in flight around the world. We are driven by innovation, perseverance, and a desire to support those who serve our country.