IT Help Desk Specialist

Job Description

Company Bio:

Brand & Vision

The TLC brand is built on the same principles from our basement beginnings. We work hard every day to make sure our customers feel healthier and more energized, our employees feel inspired, and our Life Changers feel supported and excited. Our brand’s foundation lies in our belief in each of our seven core values. While operating by these seven core values, and changing lives around the world, we are accomplishing our purpose: Providing products and a community that you’ll feel!

Position Details:

Title: Help Desk Specialist

Department: Infrastructure

Location: TLCHQ

Reports To: Director of IT/UX

Position Summary:

We are looking for a tech-savvy Help Desk Specialist to be responsible for providing technical assistance with computer systems, hardware, and software. As a Help Desk Specialist, you are responsible for responding to email, chat, or phone queries and offering technical support to customers using computer systems, hardware, and software. To be a successful Help Desk Specialist, you should be well-versed in all aspects of computer systems configuration, setup, and maintenance. You should also have excellent interpersonal and communication skills.

Position Duties and Responsibilities:

1. End-User Support & Troubleshooting

● Serving as the first point of contact for IT-related issues via phone, email, or ticketing system. ● Diagnosing and resolving hardware, software, and network issues for employees. ● Assisting users with login issues, email access, VPN, and printer problems.

2. IT Infrastructure Maintenance

● Monitoring and maintaining servers, networks, and IT systems to ensure uptime. ● Configuring and troubleshooting network devices (Wi-Fi, routers, switches, firewalls). ● Supporting cloud services (e.g., Microsoft 365, Google Workspace, AWS, or Azure). ● Performing regular system updates, patches, and backups.

3. Hardware & Software Management

● Installing, configuring, and maintaining desktops, laptops, and mobile devices. ● Managing software licensing and deployment for business applications.

● Keeping track of IT inventory, including hardware and software assets. ● Assisting with procurement and vendor coordination for IT equipment.

4. Security & Compliance

● Enforcing IT security policies, including password management, access control, and data protection.

● Assisting in antivirus, firewall, and endpoint security monitoring.

● Ensuring compliance with industry standards (e.g., GDPR, HIPAA, or SOC 2, if applicable). ● Educating employees on cybersecurity best practices.

5. User Training & IT Documentation

● Creating and maintaining IT documentation, including troubleshooting guides and FAQs. ● Conducting basic IT training sessions for employees on new software and security practices. ● Assisting new hires with IT onboarding and account setup.

6. Collaboration & Project Support

● Supporting IT team members in infrastructure upgrades, migrations, and system rollouts. ● Coordinating with third-party vendors for hardware repairs and software issues. ● Assisting in office moves, expansions, or remote work setup.

AAP/EEO Statement:

Total Life Changes provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Total Life Changes complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Full-time