Help Desk Specialist (Onsite)

Gwynedd Manufacturing, a growing defense contractor located in North Wales, PA, is a state-of-the-art manufacturing facility dedicated to producing quality products for the U.S. Department of Defense and various U.S. Federal Law Enforcement Agencies. As an innovative company offering a wide array of products, we strive to continuously develop new technology and drive process improvement.

The Help Desk Specialist will be the first point of contact for users seeking technical assistance over the phone or through email. This role involves diagnosing hardware and software issues, providing solutions, and ensuring a seamless operational experience for all staff members.

Responsibilities

• Provide first-level support for incoming queries related to computer systems, software applications, and network connectivity.
• Troubleshoot and resolve technical issues, either by guiding users through solutions or directly resolving problems via remote assistance.
• Document issues, resolutions, and user interactions using the help desk ticketing system.
• Install and configure software and hardware, ensuring that all equipment is functioning correctly.
• Assist with onboarding new users, including setting up accounts and providing necessary training on systems.
• Monitor and maintain computer systems and networks to ensure optimal performance.
• Collaborate with IT team members to identify recurring issues and assist with system improvements.

Requirements

• Proven experience as a Help Desk Specialist or in a similar technical support role.
• Basic knowledge of IT systems, networks, and troubleshooting techniques.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• Familiarity with ticketing systems and remote desktop applications.
• Technical certification (e.g. CompTIA A+) is a plus.
• High school diploma or equivalent; degree in Computer Science or related field is preferred.
• Ability to work both independently and collaboratively within a team.

Benefits

• Medical – IBC
• Dental –  The Standard Insurance Company
• Vision – IBC – included in medical premium
• Company Paid Life Insurance – The Standard Insurance Company
• Group Additional Life and AD&D Insurance-The Standard
• Group Short and Long Term Disability Insurance- The Standard
• 401 (k) w/ match – Aon (VOYA) (90 Days after full-time hire)
• Paid Time Off (PTO)
• 10 Company Paid Holidays
• Complimentary breakfast and lunch everyday for all employees