We are looking for a knowledgeable and customer-oriented Help Desk Specialist to provide first-level technical support to end-users. In this role, you will assist with diagnosing and resolving hardware, software, and network issues to ensure smooth day-to-day operations. The ideal candidate is a strong communicator with a passion for technology and problem-solving.
Key Responsibilities:
- Respond to user inquiries and technical issues via phone, email, chat, or ticketing system
- Provide prompt and courteous support for desktop, laptop, mobile devices, and software applications
- Diagnose and troubleshoot technical issues related to operating systems, hardware, and software
- Escalate unresolved issues to Tier 2/3 support or appropriate IT teams
- Track, prioritize, and document support requests and resolutions in the help desk system
- Assist with setting up new user accounts, devices, and access permissions
- Support routine IT maintenance, updates, and deployments
- Provide clear guidance and training to users on systems and best practices
- Maintain a knowledge base of known issues and solutions
- Ensure compliance with IT policies and data security protocols
Qualifications:
- Associate’s degree in Information Technology, Computer Science, or related field (Bachelor’s degree preferred)
- Proven experience in a help desk, IT support, or technical customer service role
- Strong understanding of Windows, macOS, Microsoft Office Suite, and basic networking concepts
- Familiarity with remote support tools and help desk ticketing systems (e.g., Zendesk, Freshservice, ServiceNow)
- Excellent communication, interpersonal, and problem-solving skills
- Ability to explain technical issues to non-technical users
- IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are a plus
Work Environment:
- Full-time; may be remote, hybrid, or on-site depending on company setup
- May require rotating shifts, on-call availability, or weekend support
- Collaborative and service-focused IT team environment