Help Desk Support Specialist

Job Overview:

The Help Desk Support Specialist serves as the first point of contact for all technical support requests within the organization. This role involves providing prompt and effective solutions to technical issues, ensuring customer satisfaction, and escalating more complex problems to the appropriate IT team members. The ideal candidate will have excellent communication skills, strong problem-solving abilities, and a passion for delivering quality customer service.

Key Responsibilities:

* Respond to User Inquiries: Address and resolve help desk tickets, phone calls, and emails related to software, hardware, and network issues.
* Troubleshoot Technical Problems: Diagnose, troubleshoot, and resolve basic issues related to Windows/macOS operating systems, software applications, printers, and other IT equipment.
* Escalate Complex Issues: Identify problems that require advanced troubleshooting and escalate them to Level 2 or Level 3 support as necessary.
* User Account Management: Assist with password resets, user account setups, and access control for new employees or role changes.
* Documentation: Maintain accurate records of support activities, solutions provided, and follow-up actions in the help desk ticketing system.
* Customer Training: Provide basic training and guidance to users on software tools and IT best practices.
Hardware/Software Setup: Support the setup and configuration of new workstations, laptops, and mobile devices.
* Remote Support: Provide assistance to remote users using remote access tools to resolve IT issues.

Qualifications:

* Education: Associate degree or certification in IT, Computer Science, or a related field (e.g., CompTIA A+, Microsoft Certified: Fundamentals).
* Experience: 1-2 years of experience in a help desk or technical support role preferred.
* Skills:
- Strong knowledge of Windows/macOS operating systems and Microsoft Office Suite.
- Basic understanding of networking principles (e.g., TCP/IP, DNS).
- Excellent communication and customer service skills.
- Ability to multitask and prioritize in a fast-paced environment.
- Familiarity with remote desktop tools and help desk software (e.g., Zendesk, Freshdesk).

Additional Skills (Preferred):

* Experience with Active Directory and user management.
* Knowledge of common enterprise software and cloud applications (e.g., Office 365, Google Workspace).
* Basic knowledge of cybersecurity best practices.

NOTE: Please fill out an application form here so we can move forward quickly - https://forms.gle/SCFFoGwzaYhEqKj88