Helpdesk Support Specialist

The Helpdesk Support Specialist provides Tier 1 to Tier 2 technical support for end users, including hardware, software, and account-related issues. This role is responsible for managing assigned helpdesk tickets in a timely manner, supporting end-user computing environment, maintaining IT inventory, and contributing to the development of documentation and processes. The Specialist ensures timely resolution of incidents and delivers high-quality customer service while maintaining security and compliance standards.

Essential Functions:

• Configure, deploy, and support desktops, laptops, mobile devices, and peripherals
• Install and maintain software applications and updates
• Assist with onboarding/offboarding of users
• Manage device inventory and asset tracking systems
• Support remote users and VPN connectivity
• Monitor and manage helpdesk ticketing system (incident, request, and escalation handling)
• Provide troubleshooting for Windows OS, Microsoft 365, network access, and peripherals
• Perform password resets, account unlocks, and user provisioning (Entra ID / AD)
• Escalate complex issues to Tier 2/3 or engineering teams as needed
• Maintain SLAs and ensure timely resolution of tickets
• Support Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive)
• Assist with endpoint management tools (Intune/MDM)
• Document recurring issues and solutions
• Requires professional, customer-focused support

Do you have a solid foundation of knowledge in IT and/or IT helpdesk environments? This is a great get-your-foot-in-the-door IT role that requires a focused and accountable individual., * High School Diploma or GED required, * A minimum of one year of helpdesk or IT support experience required

• Experience with ticketing systems (TDX) preferred
• Experience supporting Windows environments and M365 tools
• Experience with Intune and Microsoft Defender preferred