Help Desk Specialist

The Help Desk Specialist provides first-line technical support to end users for hardware, software, and network-related issues. This role involves diagnosing and resolving problems, managing support tickets, and ensuring users receive timely assistance to maintain productivity.

Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

Diagnose and resolve technical issues related to hardware, software, printers, and network connectivity.

Install, configure, and update software and operating systems.

Escalate complex issues to higher-level IT staff or vendors when necessary.

Maintain detailed records of issues and solutions in the ticketing system.

Follow up with users to ensure issues are resolved and provide ongoing support when needed.

Assist in user onboarding and offboarding, including account creation and equipment setup.

Educate users on best practices for using software, systems, and cybersecurity.

Participate in regular system maintenance, updates, and inventory management.

Create and maintain documentation of support procedures and common issues.

Strong understanding of Windows and/or macOS operating systems.

Familiarity with Microsoft Office 365, email systems, and remote support tools.

Basic networking knowledge (TCP/IP, DNS, DHCP).

Excellent troubleshooting, analytical, and communication skills.

Ability to handle multiple tasks and prioritize effectively.

Patience, empathy, and a user-focused mindset.

Team player with a proactive approach to problem-solving.