Help Desk Specialist

3 days ago


Milton, Massachusetts, United States FirstPRO Full time
Help Desk Specialist Job Description

FirstPRO is seeking a skilled Help Desk Specialist to join our team in Milton, MA. This is a direct hire role that requires on-site work every day.

Job Summary

The Help Desk Specialist will assist with technology and operational projects, provide end-user training as requested, and backup the monitoring of the Credit Union's security systems and alerts.

Essential Responsibilities
  • Implement industry best practices and policies based on expert knowledge and organizational needs.
  • Identify, research, and resolve complex end-user technical problems; provide user training as needed or requested.
  • Deliver high-quality customer service by addressing inquiries, concerns, and complaints in a professional and courteous manner.
  • Develop documentation/instructions for standard operating procedures.
  • Collaborate with users and IT staff to determine and develop specific information systems requirements and processes.
  • Recommend, schedule, and perform PC, hardware, and peripheral equipment improvements, upgrades, patches, and repairs.
  • Perform installation, setup, configuration, and troubleshooting for PCs, mobile devices, and various peripherals.
  • Assist in the implementation of systems which may include applications, databases, networks, and related systems.
Required Experience & Skills
  • At least 2 years' experience as an IT Help Desk Specialist or a similar role.
  • Strong knowledge of computer hardware, operating systems, and software applications.
  • Proficient in troubleshooting hardware and software issues on desktops, laptops, printers, and peripherals.
  • Basic understanding of networking principles and protocols.
  • Familiarity with remote support tools and techniques.
  • Excellent communication and interpersonal skills, with the ability to provide technical assistance in a clear and concise manner.

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