Help Desk Specialist

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support through phone, email, and chat to internal employees.
• Use remote access tools to diagnose and resolve end-user issues efficiently.
• Troubleshoot problems related to desktops, laptops, printers, mobile devices, and standard business applications.
• Assist with password resets, account unlocks, and access management in Active Directory and Microsoft 365.
• Escalate complex or unresolved issues to higher-level support teams, following established procedures.
• Log, track, and document all support interactions and resolutions in the IT ticketing system.
• Follow up with users to ensure full issue resolution and customer satisfaction.
• Maintain up-to-date knowledge of company systems, software, and IT policies.
• Assist with onboarding new employees by setting up accounts and configuring devices remotely.
• Contribute to the creation and maintenance of internal knowledge base articles and user guides.

Qualifications

• Associate degree in Information Technology or related field, or equivalent technical experience.
• 1–3 years of experience in a Help Desk, IT Support, or Service Desk environment.
• Strong proficiency with Windows 10/11, Microsoft 365, and remote desktop tools (e.g., AnyDesk, TeamViewer, RDP).
• Familiarity with ticketing systems such as ServiceNow, Zendesk, Freshservice, or Jira Service Management.
• Excellent written and verbal communication skills with a focus on customer service.
• Ability to multitask and manage priorities in a high-volume support environment.