IT Help Desk Specialist

Description

Who We Are: 

Veteran Benefits Guide was founded by a former United States Marine with the goal of ensuring that Veterans receive accurate disability benefits in a timely manner. Since it was founded, VBG has guided more than 55,000 Veterans through the complicated Veteran Affairs (VA) disability claims process. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, VBG is committed to advocating for policies that protect the rights and interests of former service members. 

What We Are Looking For: 

Launch your IT career with a team that values curiosity, service, and continuous learning. We are seeking an IT Help Desk Specialist who enjoys helping people, solving everyday technology problems, and building foundational technical skills in a supportive environment.

This is an entry-level IT opportunity for someone with strong customer-service instincts and 1–3 years of relevant experience. You will serve as the first point of contact for employees needing technical help, supporting day-to-day hardware, software, access, and connectivity needs while learning from experienced IT professionals.

What We Offer: 

We invest in our people, supporting their growth through mentorship and professional development. We strive to offer a work-life balance, creating a culture that is people-focused and fun. Here are some of the benefits you can expect as part of our team:? 

• Work/life balance: We offer a Monday – Friday 8 a.m. to 5 p.m. schedule. 
• Benefits: Choice of Medical, Vision, and Dental plans with company premium contributions, accrual of 80 hours of PTO & 40 hours of sick time annually, 8 paid holidays plus a floating holiday, 401k with company match after 90 days.  
• Growth and Development: In-house training and on-the-job development prepare our employees for promotional advancement, leadership opportunities, and lateral transfer skill development. 

What You’ll Do:

The IT Support Specialist plays a crucial role in providing technical assistance to internal teams and ensuring seamless IT operations. This position is ideal for an entry-level IT professional with a strong foundation in Microsoft Office 365, Windows environments, Dell hardware, account management, and IT security best practices. The role requires an individual who is detail-oriented, customer-focused, and passionate about technology, with an eagerness to grow in the field of IT support.

• Provide first-level technical support through the ticketing system, phone, email, Microsoft Teams, and in-person requests.
• Assist employees with workstations, printers, phones, mobile devices, software, Microsoft 365, VPN access, passwords, and common login issues.
• Support password resets, account unlocks, multi-factor authentication enrollment, and basic access requests.
• Set up workstations, configure peripherals, install software, replace equipment, and prepare user profiles using established procedures and checklists.
• Help support employees' onboarding and offboarding by preparing equipment, confirming device assignments, assisting with basic account setup, and recovering company-issued equipment.
• Troubleshoot common hardware, software, printing, audio/video, and basic network-connectivity issues.
• Document tickets accurately, including the issue, troubleshooting performed, resolution, user communication, and follow-up needs.
• Escalate advanced, unresolved, security-related, or sensitive issues to senior IT staff with complete notes and relevant details.
• Maintain IT asset records, equipment inventory, device assignments, and support documentation.
• Support employees using Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 tools.
• Help create and maintain knowledge-base articles, troubleshooting guides, standard operating procedures, checklists, and user guides.
• Participate in technology deployments, device refreshes, audits, maintenance activities, and other IT projects.

Required Experience & Skills:

• 1–3 years of relevant experience in customer service, technical support, retail technology, call center support, internship work, military technology support, or a similar service-focused role.
• I have a strong interest in technology and a desire to build a long-term career in IT support.
• Excellent customer service and communication skills, with the ability to explain technical information clearly and patiently.
• Ability to learn new systems, tools, applications, and troubleshooting methods quickly.
• Basic familiarity with computers, operating systems, Microsoft 365, common business applications, and office technology.
• Strong attention to detail and the ability to document work clearly and accurately.
• Ability to follow established procedures, ask thoughtful questions, research solutions, and escalate issues appropriately.
• Comfort managing multiple support requests while remaining organized and professional during time-sensitive situations.
• Commitment to following IT policies, security standards, data-protection requirements, acceptable-use guidelines, and access-control procedures.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field.
• Entry-level IT certifications, such as CompTIA A+, Microsoft Fundamentals, Google IT Support Professional Certificate, or similar credentials.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Familiarity with ticketing systems, asset management, workstation setup, or basic troubleshooting processes.

Education and Experience

• A high school diploma or equivalent is required. An associate degree, technical training, certifications, military experience, internships, or a combination of relevant education and work experience will be considered.

Position Type:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. 

Where we are located:

This position is based in our Las Vegas office on E. Warm Springs Road. This is an in-office position.

 EEO:

Veteran Benefits Guide provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression) genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.