Help Desk Specialist

Position: Help Desk Specialist Hourly Rate: $20.00 – $25.00/Per Hour Location: Norton Shores, MI area (Onsite) Job Summary: The Help Desk Specialist serves as the first point of contact for end users experiencing technical issues. This role is responsible for providing exceptional customer service while troubleshooting hardware, software, network, and system-related problems. The ideal candidate is a proactive problem solver who enjoys helping others and thrives in a fast-paced technology environment. Responsibilities of the Help Desk Specialist: Provide first-level technical support for desktops, laptops, mobile devices, printers, and other end-user hardware. Respond to support tickets, phone calls, emails, and walk-up requests in a timely manner. Troubleshoot and resolve hardware, software, and connectivity issues. Install, configure, and maintain operating systems, software applications, and peripheral devices. Create, manage, and disable user accounts within Active Directory and Microsoft 365 environments. Document support requests, resolutions, and technical procedures within the ticketing system. Escalate complex technical issues to senior IT staff when necessary. Assist with workstation deployments, upgrades, and equipment replacements. Support remote users and troubleshoot VPN, email, and network access issues. Participate in IT projects and contribute to continuous improvement initiatives within the department. Preferred Experience of the Help Desk Specialist: 1+ years of Help Desk, Desktop Support, or Technical Support experience. Experience supporting Windows OS and Microsoft Office applications. Working knowledge of Active Directory, Microsoft 365 Admin Portal , and basic networking concepts. Experience using ticketing systems and documenting technical issues. Strong troubleshooting and problem-solving. Excellent customer service and communication skills. Ability to prioritize multiple tasks and manage workload effectively. Experience supporting printers, mobile devices , and common office technology. Strong attention to detail and organizational skills. Ability to work independently and as part of a team. Bonus Experience of the Help Desk Specialist: CompTIA A+, Network+, or related certifications. Experience supporting hybrid or cloud-based environments. Familiarity with Azure AD, Entra ID and Intune. Experience with remote monitoring and management ( RMM ) tools. Exposure to cybersecurity best practices and endpoint protection tools. Associate’s or Bachelor’s degree in Information Technology or related field (preferred but not required).

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