Help Desk Specialist Level 1
About The Position
We are seeking a customer-focused and technically skilled Help Desk Specialist to join our IT team. In this role, you will provide first-line technical support to both onsite and remote users, helping resolve hardware, software, mobile device, and network-related issues across the organization. The ideal candidate enjoys solving problems, delivering exceptional customer service, and working collaboratively in a fast-paced environment. This hands-on position offers opportunities to expand your technical knowledge while supporting a wide range of technologies, including Microsoft 365, Windows, macOS, mobile devices, and enterprise systems.
Requirements
- Associate's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
- Minimum of 2 years of Help Desk or IT Support experience.
- Experience supporting Windows 11, macOS, and Windows Server environments.
- Working knowledge of Active Directory.
- Experience troubleshooting Android and iPhone devices.
- Basic understanding of networking concepts, including DNS and network troubleshooting.
- Strong analytical, problem-solving, and troubleshooting skills.
- Ability to explain technical concepts to non-technical users both in person and remotely.
- Ability to manage multiple priorities and work independently.
- Willingness to work evenings, weekends, and participate in an on-call rotation.
Nice To Haves
- Mobile Device Management (MDM) experience.
- Experience supporting Microsoft 365 environments.
- Familiarity with IT asset management and inventory systems.
Responsibilities
- Respond to support tickets, emails, and phone calls in a timely and professional manner.
- Provide first-level technical support for hardware, software, applications, and network issues.
- Diagnose and resolve user-reported issues, escalating more complex problems when necessary.
- Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
- Educate users on cybersecurity best practices, including phishing and spam awareness.
- Follow up with users to ensure complete resolution and satisfaction.
- Maintain accurate documentation of troubleshooting steps, resolutions, and ticket activity.
- Install, configure, maintain, and repair computer hardware, software, and peripheral devices.
- Troubleshoot and support Android and iPhone devices.
- Assist with mobile device management (MDM) administration and support.
- Manage IT assets, including device assignments, inventory tracking, and equipment returns.
- Support and troubleshoot LAN/WAN connectivity issues.
- Assist with Active Directory account administration and related system support.
- Monitor and support core IT infrastructure as needed.
- Create and maintain technical documentation and knowledge base articles.
- Identify recurring issues and recommend improvements to support processes and user resources.
- Contribute to technology initiatives, including employee onboarding and offboarding activities.
- Participate in an on-call rotation to provide after-hours support.
- Support special projects and perform additional duties as assigned.
- Follow company safety policies and procedures.
- Actively participate in safety and compliance initiatives.
Benefits
- Opportunity to work with a variety of technologies and systems.
- Collaborative team environment.
- Career growth and continuous learning opportunities.
- Meaningful impact supporting employees across the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
