Help Desk Specialist

Sterling Search Partners is assisting a client who is looking for an IT Help Desk Specialist who will serves as the first point of contact for all technology-related issues within the organization for the Southeast offices. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network problems for end users in a timely manner while delivering exceptional customer service and maintaining accurate documentation of all support activity. Responsibilities End User Support Respond to IT help desk tickets, phone calls, emails, and walk-up requests in a timely and professional manner Diagnose and resolve hardware, software, network connectivity, and peripheral device issues Support users with Microsoft 365 applications (Outlook, Word, Excel, Teams, SharePoint) Assist with password resets, account provisioning, and access management Escalate complex or unresolved issues to IT Management and Firm Management or vendors as appropriate Hardware & Software Set up, configure, and deploy workstations, laptops, printers, and mobile devices Install, update, and patch software applications and operating systems Maintain an accurate inventory of hardware and software assets Coordinate warranty repairs and hardware replacements with vendors Network & Connectivity Troubleshoot VPN, Wi‑Fi, and wired network connectivity issues Support remote users with secure access tools and remote desktop solutions Assist with basic switch, router, and firewall troubleshooting under IT management direction Documentation & Process Log all support requests and resolutions in the ticketing system with accuracy and detail Maintain and update internal knowledge base articles and how‑to guides Follow established IT policies, procedures, and security protocols Participate in onboarding and offboarding processes (account setup/deactivation, equipment provisioning/retrieval) Security & Compliance Enforce and educate users on cybersecurity best practices (phishing awareness, password hygiene, MFA) Monitor for and report suspicious activity or potential security incidents Ensure endpoint devices meet security and compliance standards Qualifications High school diploma or GED; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred 1–3 years of experience in a help desk, desktop support, or IT support role Proficiency with Windows 10/11 and Microsoft 365 Familiarity with Active Directory and basic user account management Strong troubleshooting and analytical skills Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users Customer-service mindset with patience and professionalism Preferred Skills CompTIA A+, Network+, or Microsoft certifications (e.g., MD‑102) Experience with the Spiceworks help desk ticketing system Exposure to law firm or professional services IT environments Familiarity with document management systems Basic understanding of TCP/IP, DNS, and DHCP #J-18808-Ljbffr