Help Desk Specialist

Job Summary

The Help Desk Specialist provides technical support and assistance to end-users within an organization, resolving IT-related issues and ensuring the smooth operation of computer systems, software applications, and peripheral devices. This role serves as the frontline support for troubleshooting and resolving user inquiries and problems, either remotely or in person, while delivering excellent customer service.

Job Responsibilities

Technical Support

· Serve as the initial point of contact for end-users seeking technical assistance via phone, email, chat, or in person.

· Diagnose and resolve hardware, software, and network-related issues, including troubleshooting desktops, laptops, printers, and mobile devices.

· Provide guidance and step-by-step instructions to users for resolving technical problems and performing routine system maintenance tasks.

Incident Management

· Document all user inquiries, requests, and reported issues in a help desk ticketing system, ensuring accurate and detailed records of incidents and resolutions.

· Prioritize and escalate support tickets based on severity, impact, and service level agreements (SLAs), ensuring timely resolution and minimal disruption to business operations.

· Follow established protocols and procedures for incident management, including incident triage, resolution, and post-incident analysis and documentation.

Software and Application Support:

· Install, configure, and troubleshoot software applications, including operating systems, productivity suites, and specialized business software.

User Education and Communication:

· Communicate effectively with end-users to provide timely updates on the status of support tickets, resolution progress, and preventive measures to minimize future incidents.

· Develop and deliver user training materials, tutorials, and knowledge base articles to empower users with self-service troubleshooting resources and best practices.

Qualifications and Skills:

· Bachelor’s degree in information technology, computer science, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

· Proven experience in a help desk or technical support role, with proficiency in diagnosing and resolving hardware, software, and network issues.

· Strong technical aptitude and troubleshooting skills, with the ability to analyze complex problems and implement effective solutions in a timely manner.

· Excellent customer service and communication skills, with the ability to interact professionally with users of all levels of technical proficiency.

· Familiarity with help desk ticketing systems, remote support tools, and IT service management (ITSM) frameworks (e.g., ITIL).

· Knowledge of Microsoft Windows operating systems, Office 365 applications, Active Directory, and basic networking concepts.

· Ability to work independently with minimal supervision and collaboratively within a team environment

Please submit your resume using the form below and our hiring manager will contact you if we are interested in scheduling an interview.

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