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Help Desk Engineer

About Brainshark:

Brainshark sales readiness software equips businesses with the training, coaching and content authoring capabilities to achieve sales mastery and outsell the competition.

With Brainshark, companies can: prepare sales teams with on-demand training that accelerates on-boarding and keeps reps up-to-speed; validate readiness with sales coaching that ensures reps master your message; and empower sales organizations with rich, dynamic content that can be created quickly and accessed anywhere.

Thousands of companies – including more than half of the Fortune 100 – rely on Brainshark to identify and close performance gaps, and get better results from their sales enablement initiatives. Learn more at


About the role:

Provides Level 1 support services for Help Desk. This is an internal customer facing role; requires excellent written and verbal communication skills. Responsibilities include: Providing support services for Help Desk and basic Windows systems administration.  Installation, configuration, and break-fix for Desktops and Laptops. Performs day to day management and administration of user accounts and mailboxes.  Administrative responsibilities include documentation for tier 1 support including ticket and issue resolution. This is a great opportunity for a candidate with solid help desk knowledge and basic systems administration. We are constantly using the newest available technology and deploying the most updated versions of Microsoft, as well as other technologies, providing a great learning opportunity.

Essential Job Functions:

  • Must be capable of resolving software and hardware issues related to end user computers.
  • Must have a functional understanding of Windows networking, applications
  • Responds to and closes trouble tickets.
  • Installation, configuration, and troubleshooting for systems.
  • Monitors and responds to the help desk support phone line.
  • Manages user access control (door badges) system.
  • Issues purchase order requests for new equipment.
  • Setup new hires equipment
  • Perform hardware upgrades
  • Maintains inventory of computers, network equipment supplies.
  • Other related support duties not listed, as needed.



  • 1-2 years’ experience
  • Experience with Microsoft Windows 10 Operating System required.
  • Experience with Microsoft Office 2016.
  • Experience with Mac’s is a plus.
  • Experience with hardware support on Lenovo.
  • Experience with Microsoft Active Directory 
  • Experience with mobile devices is a plus.
  • Prior Cisco VOIP Call Manager Administration experience is a plus.
  • Experience with a help desk management/ ticketing system
  • Experience with network printers and scanners.
  • Basic LAN Networking, Wireless LAN technologies, TCP/IP, DNS, DHCP, WINS 


Skills, Abilities, Competencies:

  • Strong analytical/troubleshooting skills.
  • Ability to work independently or in a team environment.
  • Strong customer support and system troubleshooting skills.
  • Strong documentation/reporting/administrative skills.
  • Excellent written and verbal communication skills.

Working Conditions & Physical Demands:

  • 40 Hour work-week, Monday-Friday
  • Office environment working with personal computer for long periods of time.
  • Must be physically able to perform movement and setup computer equipment.
  • Occasional after hours or weekend work maybe required.
  • May be required to carry pager or a cell phone.
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