Helpdesk Support Specialist
About The Position
The Helpdesk Support Specialist is responsible for providing frontline technical support to ensure the smooth operation of computer systems, hardware, software, and networks across the organization. This position serves as the primary point of contact for end users experiencing technical issues, delivering timely solutions and maintaining exceptional customer service standards. The specialist will troubleshoot problems, escalate complex issues when necessary, and play a key role in maintaining the organization’s IT infrastructure by supporting installations, updates, and system configurations.
Requirements
- Associate degree in Information Technology or a related field, or equivalent work experience.
- 1–3 years of experience in IT support, helpdesk operations, or a similar technical role.
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to lift and move equipment such as computers, monitors, and peripherals weighing up to 25–40 pounds.
- Manual dexterity to operate keyboards, hand tools, and other equipment.
- Visual acuity to read and interpret technical documentation, device screens, and written instructions.
- Occasional bending, kneeling, or reaching to install or troubleshoot hardware components.
- Ability to move between different work areas, including server rooms or office locations, as needed.
Nice To Haves
- Proficiency in Windows and macOS operating systems.
- Working knowledge of Microsoft 365, Active Directory, and remote access tools.
- Familiarity with TCP/IP, DNS, DHCP, and other basic networking concepts.
- Experience with helpdesk ticketing software (e.g., Zendesk, Jira, ServiceNow).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to handle confidential information with discretion.
Responsibilities
- Respond promptly to user inquiries received through phone, email, or ticketing system.
- Diagnose and resolve software, hardware, and network connectivity issues.
- Escalate complex issues to higher-level IT staff or vendors when necessary.
- Install, configure, and maintain computer systems, applications, and peripherals.
- Set up new employee accounts, email, and access credentials in accordance with company policies.
- Document technical issues and resolutions accurately within the helpdesk system.
- Monitor system performance and report potential issues proactively.
- Assist with data backups, antivirus management, and general system security measures.
- Provide end-user training and support for common tools and applications.
- Participate in ongoing IT improvement initiatives and process documentation.
- Assist with company-wide tasks.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
11-50 employees
