Help Desk Support Specialist

4 weeks ago


Hayward, California, United States Info Way Solutions Full time

Job Title: Help Desk Support Specialist

Job Summary:

We are seeking a skilled and customer-oriented Help Desk Support Specialist to provide technical assistance to end-users, troubleshoot hardware and software issues, and ensure the smooth operation of our IT infrastructure.

Key Responsibilities:

  • Provide first-level support to end-users for hardware, software, and network issues.
  • Troubleshoot and resolve issues related to Office 365, Intune, Defender, Azure, and desktop environments.
  • Assist users with setup, configuration, and troubleshooting of workstations, printers, and other peripheral devices.
  • Manage user accounts, permissions, and access within Office 365.
  • Support email configuration, troubleshooting, and maintenance in Outlook.
  • Assist with SharePoint and OneDrive support and administration.
  • Deploy, configure, and manage devices using Microsoft Intune.
  • Ensure devices are compliant with security policies and standards.
  • Monitor and manage endpoint protection using Microsoft Defender.
  • Provide support for Azure-based services and resources.
  • Assist with the deployment and management of virtual machines and other Azure resources.
  • Troubleshoot connectivity and performance issues related to Azure services.
  • Install, configure, and maintain desktop and laptop computers.
  • Support software installations, updates, and patches.
  • Perform routine maintenance and updates to ensure optimal performance.
  • Respond promptly to support requests and document resolutions.
  • Maintain effective communication with end-users, keeping them informed of issue status and resolution.
  • Provide training and guidance to end-users on best practices and use of IT resources.
  • Maintain accurate records of support requests and resolutions in the helpdesk ticketing system.
  • Create and update technical documentation and knowledge base articles.
  • Generate reports on support metrics and trends.
  • Proven experience as a Helpdesk Support Specialist or similar role.
  • Strong knowledge of Office 365, Intune, Defender, and Azure.
  • Proficiency in desktop support for Windows and Mac operating systems.
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and manage time effectively.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

Requirements:

  • Proven experience as a Helpdesk Support Specialist or similar role.
  • Strong knowledge of Office 365, Intune, Defender, and Azure.
  • Proficiency in desktop support for Windows and Mac operating systems.
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and manage time effectively.
  • Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.


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