Help Desk Specialist

Join our dynamic IT support team as a Help Desk Specialist and become the first point of contact for technical assistance within our organization! This energetic role empowers you to troubleshoot, resolve, and escalate a wide range of hardware, software, and network issues, ensuring our staff stays productive and connected. You'll play a vital role in maintaining our IT infrastructure, supporting end-users with exceptional customer service, and contributing to a seamless technological environment. If you thrive in fast-paced settings and enjoy solving complex problems with enthusiasm, this is the perfect opportunity to elevate your IT career!, * Provide technical support to end-users via phone, email, and remote tools, addressing issues related to hardware, software, and network connectivity

• Troubleshoot equipment problems including computers, mobile devices, printers, and peripherals to restore optimal operation quickly
• Assist with software troubleshooting across operating systems such as Windows, macOS, and Linux, ensuring smooth application performance
• Manage user accounts and permissions using Active Directory and other identity management tools
• Support network troubleshooting efforts involving LAN/WAN connections, TCP/IP configurations, DNS settings, VPN access, firewalls, and Meraki devices
• Maintain customer support ticket systems like ServiceNow or BMC Remedy by documenting issues clearly and tracking resolution progress
• Collaborate with IT teams on infrastructure maintenance tasks including computer management via SCCM or GPO policies and server administration for Windows Server environments
• Conduct analysis of recurring issues to identify root causes and recommend improvements for better system stability
• Assist in managing IT assets such as hardware inventory updates and deployment using tools like Jira or other asset management platforms, Join us as a Help Desk Specialist where your technical expertise fuels our organization's success! Bring your passion for technology and customer service to a role that challenges you daily while offering opportunities for growth in a vibrant team environment.

• Proven experience in technical support or IT support roles with a strong understanding of computer hardware and operating systems including Windows and macOS
• Knowledge of computer networking concepts such as TCP/IP protocols, DNS management, LAN/WAN architecture, VPNs, firewalls, TCP ports, and network administration tools like Meraki or Cisco equipment
• Familiarity with Active Directory management for user account provisioning and GPO (Group Policy Object) configurations
• Experience troubleshooting software issues across various platforms including Microsoft Office applications and enterprise software solutions
• Ability to diagnose hardware problems related to desktops, laptops, mobile devices, printers, and peripherals effectively
• Strong communication skills with a customer-centric approach to problem-solving in help desk environments using tools like ServiceNow or Jira
• Analytical mindset capable of identifying patterns in recurring issues to improve overall system performance
• Certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or similar are preferred.
• Must be able to provide enterprise-level administration and support for macOS and Windows operating systems, including imaging, deployment, configuration management, and adherence to organizational security baselines.
• Experience utilizing and supporting endpoint management and automation platforms such as Ivanti, KACE, Microsoft Intune, and JAMF to deploy software, manage devices, enforce policies,and streamline routine tasks.
• The ability to manage and troubleshoot identity and access management services, including Microsoft Entra ID/Active Directory, multi-factor authentication (MFA), role-based access controls, and AWS-integrated identity solutions.
• The ability to diagnose and resolve authentication, connectivity, and endpoint performance issues by analyzing system logs, Event Viewer data, macOS Console diagnostics, and other relevant

monitoring tools.

• The ability to coordinate cross-team incident response activities by working closely with the Service Desk, Network Operations, and Cybersecurity teams to ensure timely investigation,escalation, and remediation of technical issues.
• A strong understanding of advanced system administration including patch management, baseline configuration, automated imaging processes, and the ability to troubleshoot and improve endpoint deployment workflows.
• A strong understanding of cloud and hybrid environment management, with specific experience supporting AWS-hosted resources, identity services, and integrations between on-premises and cloud-based infrastructures.
• A strong understanding of Zero Trust security principles, ensuring all endpoint, user, and network interactions follow the organization's security, compliance, and configuration standards.Preferred Certifications

o CompTIA Security+

o Microsoft Certified: Endpoint Administrator Associate (or equivalent)

o Apple Certified IT Professional

o AWS Certified Cloud Practitioner (or higher-level AWS certification)

o ITIL Foundation or equivalent certification in service management

o Certified SysOps Administrator - Associate

Preferred Education

Bachelor's degree in information technology, Computer Science, or a closely related field.