Help Desk Specialist
1 month ago
We are seeking a dedicated Service Desk/Helpdesk/End User Support Specialist to join our IT team. This role involves addressing technical issues, providing timely solutions, and ensuring high customer satisfaction.
Key Responsibilities:
- Technical Support: Serve as the first contact for technical assistance via phone, email, or in person; diagnose and resolve hardware, software, and network issues.
- User Account Management: Manage user accounts, password resets, and access permissions in Active Directory and other systems.
- Maintenance: Install, upgrade, and configure software and operating systems; perform routine hardware and software maintenance.
- Incident Management: Log and track incidents using a ticketing system (e.g., ServiceNow); prioritize and escalate issues as needed.
- Onboarding/Offboarding: Set up workstations, email accounts, and access for new hires; deactivate accounts and recover equipment for departing employees.
- Documentation/Training: Create technical documentation, user guides, and knowledge base articles; provide user training.
- Project Support: Assist in IT projects like system upgrades, migrations, and rollouts; collaborate with IT team members.
Qualifications:
- Education: Associate or Bachelor's degree in IT, Computer Science, or related field preferred.
- Experience: 2-5 years in a service desk/helpdesk or technical support role; familiarity with Windows/Mac OS, Office 365, and business applications.
- Technical Skills: Troubleshooting hardware/software issues, networking concepts, mobile device management (Intune/MobileIron), ITIL knowledge.
- Soft Skills: Excellent communication, customer service orientation, problem-solving skills, ability to work independently and in a team.
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