Help Desk Specialist
About The Position
The AD IT Service Desk team is the first point of contact for all associates' IT needs and requests. We are committed to providing an exceptional experience in a professional and courteous manner and strive to fulfill and/or direct all requests as quickly and accurately as possible. As part of the larger AD IT team, the Help Desk Specialist will provide first level IT support to AD associates via phone, email, and remote access tools. The Help Desk Specialist will ensure that all technical problems and requests are documented, assigned, and resolved/completed with appropriate urgency.
Requirements
- Must be customer-oriented with excellent listening, verbal, and written communication skills and strong learning, problem-solving, and analytical skills.
- Proficiency with Microsoft 365 applications and services, Windows operating systems, and common business productivity tools.
- Familiarity with Active Directory, Azure, account administration, password resets, multifactor authentication, and basic identity/access management tasks.
- Experience supporting PC, Apple iPhone, iPad devices, including device setup, mobile applications, and troubleshooting.
- Basic understanding of computer hardware, peripherals, printers, mobile devices, and remote support technologies.
- Familiarity with ticketing systems, remote support tools, and IT service management processes.
- Ability to communicate technical concepts clearly and professionally to non-technical associates while maintaining professionalism, patience, and composure when supporting associates in high-pressure situations.
- Continually develop and maintain technical knowledge relevant to supported systems and technologies.
- Associate's degree in IT, Business Management, or related field.
- 2 years of experience in an IT Help Desk role. (Equivalent combination of education and experience will be considered.)
Nice To Haves
- CompTIA A+ and/or N+ certification preferred
Responsibilities
- Provide company-wide Level 1 technical support for hardware, software, user accounts, mobile devices, and supported business applications.
- Serve as the first point of contact for associates by responding to Service Desk requests submitted through phone, email, walk-ups, chat, and remote support tools.
- Accurately log all requests using the internal ticketing system to resolve or assign them to the appropriate staff member.
- Troubleshoot and resolve issues related to Windows 11 systems, Microsoft 365 applications, printers, peripherals, mobile devices, and basic network connectivity.
- Collaborate effectively with other IT staff members to resolve unfamiliar issues.
- Identify and escalate situations requiring urgent attention or expert knowledge to the appropriate IT staff.
- Provide account support in a Windows 11 environment using AD/Azure and Office 365. Support includes enabling/disabling computer and user accounts, password resets, account extensions, onboarding & offboarding procedures, etc.
- Configure and provide level 1 support for associates' mobile devices to use company email, MFA and applications.
- Provide level 1 and backup support for IT equipment in local and remote offices, assist with additional IT projects, and operational tasks as assigned.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
