IT Helpdesk Specialist Level I

About Company:

S&K Technologies, Inc. was formed in 1999 with a vision to become one of the preeminent professional services firms in the country and to provide opportunity and prosperity to the people of the Confederated Salish and Kootenai Tribes (CSKT). Since inception, the S&K Technologies, Inc. enterprise has grown into a family of twelve subsidiary companies that support federal and commercial customers around the world.

OUR MISSION

The S&K Family of Companies is committed to providing the highest quality products and services to our customers in order to deliver the maximum dividend to our shareholder, the CSKT, while ensuring long-term employment, education, and social benefits to our employees, tribal members, and local communities.

About the Role:

The IT Helpdesk Specialist Level I serves as the first point of contact for end-users experiencing technical issues within the organization. This role is critical in ensuring timely resolution of hardware, software, and network problems to maintain operational efficiency. The specialist will diagnose, troubleshoot, and resolve a variety of IT-related issues, escalating more complex problems to higher-level support teams when necessary. By providing clear communication and excellent customer service, the specialist helps minimize downtime and supports a productive work environment. Ultimately, this position contributes to the overall IT support framework by maintaining system functionality and user satisfaction across the organization.

Minimum Qualifications:

• High school diploma or equivalent.
• Basic understanding of computer hardware, operating systems (Windows/Mac), and common software applications.
• Experience with helpdesk ticketing systems or customer support environments.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.

Preferred Qualifications:

• Associate degree or certification in Information Technology or related field (e.g., CompTIA A+).
• Familiarity with network fundamentals such as TCP/IP, DNS, and VPN.
• Experience supporting remote users and using remote desktop tools.
• Knowledge of IT security best practices and data privacy regulations.
• Previous experience in a service-oriented IT helpdesk role.

Responsibilities:

• Respond promptly to incoming helpdesk requests via phone, email, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues for end-users.
• Assist with user account management, including password resets and access permissions.
• Document all support activities and resolutions accurately in the ticketing system.
• Escalate unresolved or complex technical issues to Level II or specialized IT teams.
• Provide guidance and training to users on common IT tools and best practices.
• Maintain inventory of IT equipment and assist with setup and deployment of new devices.
• Follow established procedures and protocols to ensure security and compliance.

Skills:

The required skills enable the IT Helpdesk Specialist to effectively troubleshoot and resolve common technical issues, ensuring minimal disruption to end-users. Strong communication skills are essential for translating technical information into understandable terms and providing excellent customer service. Familiarity with helpdesk software and ticketing systems allows for efficient tracking and documentation of support requests. Preferred skills such as network knowledge and IT certifications enhance the specialist's ability to handle a broader range of issues and contribute to proactive IT support. Together, these skills support daily operations by maintaining system reliability and fostering a positive user experience.

SKT, Inc. is an EEO/Veteran/Disabled employer.For a general description of benefits, please visit: https://www.sktcorp.com/career-center/