IT Helpdesk Specialist

R.C. Moore, Inc., a leading 3PL company involved in Trucking, Warehousing, and Brokerage, is seeking a full-time IT Helpdesk Specialist to join our dynamic team at our corporate headquarters in Portland, Maine. Established in 1956, we became 100% employee-owned (ESOP)in 2022. We provide a national third-party logistics network to support our various food and beverage providers, and we are passionate about delivering exceptional and timely service to all customers. We are a growing company in search of team players with professional qualities to help us drive service excellence and add their own unique value to our business!

ABOUT THE ROLE

Are you passionate about technology and helping people solve problems? We’re seeking an IT Helpdesk Specialist to serve as the primary point of contact for employees requiring technical support. In this role, you’ll provide timely assistance for hardware, software, and network-related issues while escalating more complex problems to higher-level IT staff as needed. You’ll also help with device setup, account management, and basic troubleshooting of critical business applications such as Transportation Management Systems (TMS) and Warehouse Management Systems (WMS) .

This position plays a key role in ensuring employees can work efficiently and securely while delivering excellent customer service.

KEY RESPONSIBILITIES

• Respond to helpdesk tickets, calls, and emails to diagnose and resolve hardware, software, and connectivity issues.
• Escalate advanced issues to Tier 2/3 support and accurately document actions and resolutions.
• Assist with installing updates, patches, and security fixes on user devices.
• Hardware assistance with desktops, laptops, mobile devices, printers, scanners, and other peripherals.
• Assist with software installations and basic application troubleshooting.
• Create, modify, and deactivate accounts in Active Directory or Entra ID ; assist with password resets and MFA setup in compliance with IT security policies.
• Provide guidance on Microsoft 365, Teams, and email, and contribute to a self-help knowledge base.
• Maintain records of incidents and service requests and help identify recurring issues.

WHAT WE ARE LOOKING FOR

• Experience: At least 1 year of helpdesk or IT support experience.
• Education: Associate’s degree in computer science, Information Technology, or a related field (or equivalent experience). Bachelor’s degree preferred.
• Certifications (Preferred): CompTIA A+, Network+, or Microsoft 365 certifications.

SKILLS

• Technical Skills: Strong knowledge of desktop hardware, operating systems, and Microsoft 365 applications; basic understanding of networking fundamentals.
• Analytical Skills: Effective troubleshooting and escalation capabilities.
• Communication: Clear, professional, and user-friendly communication at all levels.
• Customer Service: Strong service orientation with patience and empathy.
• Attention to Detail: Accurate documentation and process adherence.
• Team Collaboration: Ability to work effectively within the IT team, sharing knowledge to ensure smooth IT operations.

WHY JOIN US

• Competitive pay and benefits.
• Opportunities for professional growth and IT training.
• Supportive team environment where your ideas and problem-solving skills make an impact.

EOE