The IT Help Desk Specialist provides technical support and assistance to end-users within the organization. This role is responsible for diagnosing and resolving hardware, software, and network-related issues, ensuring a high level of customer satisfaction and maintaining efficient operations. The specialist will work closely with other IT team members to address and resolve technical challenges, maintain systems, and contribute to ongoing IT projects.
Key Responsibilities:
- Technical Support: Provide first-level support for hardware, software, and network issues via phone, email, chat, or in-person.
- Troubleshooting: Diagnose and resolve technical problems related to desktops, laptops, printers, mobile devices, and other peripherals.
- Incident Management: Log, track, and manage incidents using the organization's ticketing system, ensuring timely resolution and communication with end-users.
- System Maintenance: Perform regular system maintenance tasks, including software updates, patches, and backups to ensure optimal performance and security.
- User Assistance: Assist with the setup, configuration, and deployment of new hardware and software, and provide training to end-users as needed.
- Documentation: Maintain accurate and up-to-date documentation of support requests, resolutions, and procedures.
- Collaboration: Work closely with other IT team members to escalate complex issues, share knowledge, and contribute to ongoing IT projects and initiatives.
- Security Compliance: Ensure compliance with company policies and procedures related to IT security, data protection, and usage.
- System Setup and Maintenance: Establish proper configuration for company systems ensuring fluid operations.
- Customer Service: Take calls, make calls, and support other Techellence operations as needed.
Qualifications:
- GSD (Get Stuff Done!)-kind of learner. Chases after the unknowns and gets the problem resolved.
- Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
- Experience: Minimum of 1-2 years of experience in an IT support or help desk role.
- Technical Skills:
- Proficiency with Windows and macOS operating systems.
- Familiarity with Active Directory, Office 365, and network troubleshooting.
- Experience with remote desktop tools and IT ticketing systems.
- Soft Skills:
- Excellent problem-solving abilities and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.
- Certifications:
CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are preferred but not required.
Working Conditions:
- Environment: WFH is generally available. Local members will travel to customer-locations when needed.
- Hours: Typical business hours with occasional after-hours support for critical issues or scheduled maintenance.
