Help Desk Specialist I
About The Position
The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-related issues. This role serves as the initial point of contact, responsible for accurate incident intake, troubleshooting, documentation, and resolution or escalation in accordance with established support procedures and service expectations. The Help Desk Specialist I applies structured troubleshooting techniques to diagnose hardware, software, connectivity, and peripheral issues, while maintaining clear and professional communication throughout the incident lifecycle. This role ensures incidents and requests are properly logged, categorized, prioritized, and monitored to support timely service restoration and customer satisfaction. The Help Desk Specialist works under general supervision, follows documented policies and knowledge resources, and collaborates effectively within a team-based support model. Success in this role requires strong analytical skills, attention to detail, sound judgment, and a continuous improvement mindset aligned with ITSM best practices. This is a remote position.
Requirements
- Working knowledge of computer hardware, operating systems, and peripheral devices
- Experience supporting Microsoft based environments including Windows OS and Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, Copilot)
- Experience with remote support tools (e.g., BeyondTrust/Bomgar) and ticketing systems (e.g., ServiceNow, Zendesk, BMC Helix)
- Basic understanding of networking and connectivity concepts (e.g., VPN, Privileged Access Workstations, Virtual Desktop)
- Excellent verbal, written, and telephonic communication skills
- Ability to explain technical concepts in a clear and empathetic manner to non-technical users
- Strong listening and problem-solving skills
- Ability to manage multiple tasks in a fast-paced, high-volume support environment
- Strong organizational and documentation skills
- Analytical mindset with attention to detail
- Ability to work effectively under general supervision while following established processes
- High School Diploma or equivalent required
Nice To Haves
- HDI certification or equivalent technical experience preferred
- Experience in a Help Desk, Call Center, or customer-facing technical support environment preferred
- Experience supporting Microsoft (Outlook, Teams, OneNote, SharePoint, Copilot) and web-based technologies in a corporate environment preferred
Responsibilities
- Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
- Diagnose and resolve common hardware, software, connectivity, and peripheral issues
- Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
- Utilize Copilot to improve ticket clarity and first responses where appropriate
- Escalate unresolved or complex issues to appropriate IT teams following established procedures
- Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
- Follow documented policies, procedures, and support standards while meeting service-level expectations
- Collaborate effectively within a team-based support environment
- Maintain a strong focus on customer service and quality while continuously developing technical skills
- Additional duties as assigned
Benefits
- Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
