Help Desk Support Specialist

Job Description

Job Description

Position Summary

We are seeking a reliable and customer-focused Help Desk Support Analyst to provide technical support to employees across the organization. This position will primarily support Microsoft 365, Windows computers, Microsoft Office applications, email, user accounts, and general business software.

The ideal candidate has strong troubleshooting skills, excellent communication abilities, and enjoys helping users resolve technical problems quickly and professionally.

Key Responsibilities:

• Provide technical support to employees by phone, email, chat, and in person.
• Troubleshoot Windows desktop and laptop issues.
• Support Microsoft 365, including: MS Outlook; Microsoft Teams; MS Office (Word, Excel, PowerPoint); OneDrive; SharePoint; Microsoft 365 User Settings.
• Assist users with password resets, account access, MFA, and basic authentication issues.
• Troubleshoot software installation, updates, and application problems.
• Support printers, scanners, monitors, docking stations, keyboards, mice, and other office technology.
• Diagnose basic network and connectivity problems, including Wi-Fi and VPN issues.
• Create, update, and close help desk tickets while documenting troubleshooting steps and resolutions.
• Set up computers, user accounts, software, and equipment for new employees.
• Assist employees with general office technology and software questions.
• Escalate complex hardware, networking, security, or server issues to appropriate IT teams.
• Maintain a professional and customer-service-oriented approach when assisting users.
• Follow IT security policies and procedures.

Required Skills:

• 3+ years of experience in Help Desk & Desktop Support.
• Working knowledge of Windows 10/11.
• Experience supporting Microsoft 365 and Microsoft Office.
• Knowledge of Outlook, Teams, Word, Excel, and OneDrive.
• Basic understanding of networking, TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting.
• Ability to troubleshoot hardware and software problems.
• Strong written and verbal communication skills.
• Ability to explain technical problems to non-technical users.
• Strong organizational and problem-solving skills.

Preferred Skills:

• Microsoft 365 administration experience.
• Experience with Active Directory or Microsoft Entra ID.
• Familiarity with document management systems ex: NetDocs