We are seeking a proactive and customer-focused IT Help Desk Specialist to provide technical support and assistance to our users. The ideal candidate will troubleshoot hardware and software issues, resolve user inquiries, and ensure smooth operation of IT systems within the organization.
Key Responsibilities:
Respond to and resolve help desk tickets related to hardware, software, and network issues.
Provide technical support and guidance to end-users via phone, email, or remote access.
Install, configure, and maintain computer systems, peripherals, and software applications.
Troubleshoot and resolve connectivity issues, printer problems, and other technical difficulties.
Document issues, resolutions, and procedures in the help desk ticketing system.
Assist in setting up new user accounts, email accounts, and hardware.
Maintain inventory of IT equipment and software licenses.
Escalate complex issues to senior IT staff or vendors as needed.
Follow up with users to ensure issues are resolved satisfactorily.
Stay updated with the latest technology trends and best practices.
Qualifications:
High School diploma or equivalent; an Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field is a plus.
Proven experience in help desk or technical support roles.
Knowledge of operating systems (Windows, macOS, Linux).
Familiarity with network protocols, VPNs, and troubleshooting connectivity issues.
Experience with ticketing systems (e.g., ServiceNow, Zendesk).
Strong problem-solving and communication skills.
Customer-oriented attitude with the ability to explain technical issues to non-technical users.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified, HDI Support Center Analyst) are advantageous.