Help Desk Support Specialist

Serve as the first point of contact for end users experiencing technical issues within the organization. Diagnose, troubleshoot, and resolve a variety of technical issues, escalating more complex problems to higher-level support teams as necessary. Provide clear communication and excellent customer service to minimize downtime and support user productivity. Maintain an up-to-date knowledge base of common issues and resolutions. Respond promptly to incoming help desk requests via phone, email, or ticketing system. Assist users with software installations, configurations, and updates. Document all support activities and solutions accurately in the ticketing system. Escalate unresolved issues to appropriate IT teams while maintaining communication with the end user. Provide guidance and training to users on common IT procedures and best practices. Requirements High school diploma or equivalent. Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications. Ability to troubleshoot routine computer, phone, printer, hardware, software, access, and user support issues Ability to communicate clearly and professionally with team members at different levels of technical understanding. Ability to document work accurately, follow procedures, manage follow-up items, and protect confidential information. Ability to lift, move, pull, push, or carry technology equipment up to 75 pounds as required. Experience with help desk or customer support roles, preferably in an IT environment. Ability to follow established procedures and work effectively in a team environment. Two or more years of help desk, desktop support, IT support, banking technology, or related technical support experience (preferred). #J-18808-Ljbffr