Support Services Specialist I (Help Desk)
About The Position
We are seeking a proactive, customer-focused IT Help Desk Technician to serve as the first point of contact for employees who need technical assistance. The role diagnoses issues, provides clear solutions, and supports a positive user experience across a range of systems, applications, and devices. The specialist responds to employee inquiries, troubleshoots and resolves technical issues, escalates incidents when appropriate, and keeps users informed throughout the process. The role also documents solutions, tracks service trends, recommends improvements, and maintains job knowledge through training and cross-training.
Requirements
- At least 2 years of experience as a Service Desk Technician, IT Support Specialist, or in a similar technical support role.
- Strong technical aptitude and knowledge of office productivity tools, databases, and remote-support software.
- Solid understanding of computer systems, including Windows 7/8/10, mobile devices, and common technical peripherals.
- Ability to diagnose and resolve basic hardware, software, and networking issues.
Nice To Haves
- CompTIA A+ certification.
- ITIL Foundation certification.
Responsibilities
- Respond to user inquiries by phone, email, or ticketing system with professionalism and urgency.
- Communicate updates, troubleshooting steps, and resolution timelines clearly to users.
- Evaluate and identify issues involving hardware, software, applications, or user error.
- Research internal documentation and knowledge bases to resolve incidents.
- Escalate inquiries to appropriate technical teams and ensure timely follow-up.
- Track ticket status and facilitate smooth handoffs between teams.
- Notify users promptly about progress and final resolutions.
- Document issues and solutions to support continuous improvement.
- Collect and analyze service trends to identify recurring issues.
- Recommend process or system improvements to enhance the user experience.
- Maintain and expand job knowledge through training, cross-training, and IT learning.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
