Help Desk Specialist

Helpdesk Specialist

Looking for a dedicated and knowledgeable Helpdesk Specialist to join our IT team. The ideal candidate will provide technical support to users, ensuring the smooth operation of our general IT systems and supported platforms enabling our employees to perform their duties effectively. This role requires a technical background, excellent problem-solving skills, and the ability to communicate technical issues to non-technical users.

Key Responsibilities:

• Technical Support: Provide first-line support to end-users via phone, email, checking voicemail, and in-person, troubleshooting hardware, software, Windows support, and network issues.
• Incident Management: Log and manage support requests using the company's ticketing system, ensuring all incidents are resolved promptly and efficiently. Managing a ticket queue.
• System Maintenance: Assist in the maintenance and troubleshooting of computer systems, laptop support, networks, and peripherals.
• User Assistance: Guide users through step-by-step solutions and provide clear instructions to resolve technical issues.
• Software Installation and Configuration: Install, configure, and update software applications and operating systems.
• Hardware Support: Set up, maintain, and troubleshoot various hardware devices including desktops, laptops, printers, and mobile devices.
• Documentation: Maintain accurate records of issues, solutions, and user guides for future reference.
• Training: Conduct basic training sessions for users on various IT systems and software applications as necessary.
• Escalation: Escalate unresolved issues to the appropriate internal or external resources as necessary.

Required Qualifications:

• Education: Associate degree in information technology, Computer Science, or a related field. A bachelor's degree is preferred.
• Experience: Minimum of 2 years of experience in a technical support or helpdesk role.
• Technical Skills: Proficiency with Windows and Mac OS environments.
• Experience with Microsoft Office 365, OneDrive and common desktop applications such as Microsoft Office Suite (Word, Excel, Outlook)
• Active Directory user management - Azure Active Directory is now Microsoft Entra ID, understanding of User Groups administration.
• Basic understanding of network protocols, TCP/IP, DNS, DHCP, and VPN.
• Familiarity with remote support tools and techniques.

Ticketing Systems experience: (one or more preferred)

• Freshdesk / Freshworks, JIRA Service Management, Zendesk
• ServiceNow

Remote Support Tools experience: (one or more preferred)

• Connectwise, TeamViewer, LogMeIn Rescue, AnyDesk.
• Microsoft Remote Desktop

Communication Tools

• Microsoft Teams

Knowledge Management Systems

• SharePoint
• Certifications: CompTIA A+, Network+, or relevant certifications are a plus.
• Be willing to work on call out of normal business hours occasionally for project go lives.
• The ability to proactively identify potential outages, trends, and other problems.

Required Skills / Attributes:

• Problem-Solving Skills: Strong analytical and problem-solving skills with a keen attention to detail.
• Communication: Excellent verbal and written communication skills, capable of explaining technical concepts to non-technical users.
• Customer Service: A strong customer service orientation with the ability to remain calm and professional in challenging situations. Works well under pressure.
• Time Management: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Team Player: Ability to work collaboratively within a team and support colleagues as needed.
• Continuous Learning: Willingness to stay updated with new technologies and improve technical skills.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.