Help Desk Support Specialist

BAL•Richardson, TX

5d•Onsite

About The Position

We are seeking a proactive and customer-focused Helpdesk Support Specialist to join our IT support team. In this role, you will be responsible for providing technical assistance and support to end-users, resolving IT-related issues, and ensuring smooth operation of our systems and software. The ideal candidate will have excellent communication skills, a strong technical background, and a passion for delivering high-quality customer service.

Requirements

Associate degree or equivalent technical certification in Information Technology or related field.
Minimum of 1-2 years of experience in a helpdesk or technical support role.
Strong knowledge of PC hardware, operating systems (Windows and/or macOS), and software applications.
Familiarity with networking concepts, including TCP/IP, DNS, DHCP, and VPN.
Experience with troubleshooting common IT issues, such as email problems, printer connectivity issues, and software errors.
Proficiency in using help desk ticketing systems to record and track support incidents.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to non-technical end-users.
Strong problem-solving skills and the ability to work independently or collaboratively in a fast-paced environment.
Customer-centric mindset with a commitment to delivering high-quality customer service.

Nice To Haves

Certifications such as CompTIA A+, CompTIA Network+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.

Responsibilities

Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.
Provide timely and effective resolution to IT-related issues, including hardware and software problems, network connectivity issues, and account access.
Diagnose and troubleshoot technical issues using appropriate tools and resources.
Guide end-users through step-by-step solutions and provide accurate information to resolve their problems.
Escalate complex or unresolved issues to the appropriate IT teams or vendors for further investigation and resolution.
Record and track all support incidents and service requests in the help desk ticketing system, ensuring proper documentation and follow-up.
Prioritize and manage workload to meet service level agreements and ensure timely resolution of issues.
Assist with account management tasks, including account creation, password resets, and access permissions.
Install, configure, and maintain hardware devices such as desktops, laptops, printers, and peripherals.
Install, upgrade, and troubleshoot software applications, including operating systems and productivity suites.
Contribute to the development and maintenance of the IT knowledge base, documenting solutions and best practices for end-users.
Provide training and guidance to end-users on basic IT procedures and best practices.