Helpdesk Specialist

• Provide comprehensive Tier-2 technical support for desktop and mobile devices in a Windows-based enterprise environment.
• Configure, deploy, and troubleshoot laptops, desktop computers, iPads, and iPhones, ensuring security compliance and proper application setup.
• Resolve software-related issues involving Microsoft 365, Adobe products, Microsoft Teams, OneDrive, and email.
• Manage IT inventory and asset tracking throughout the equipment lifecycle.
• Support office peripherals, including printers, copiers, wireless keyboards, headsets, and scanners.
• Assist users with conference room technology, including Cisco, Webex, and Microsoft Teams connectivity.
• Document, track, and monitor all technical requests to ensure timely and effective resolution.
• Interpret technical manuals and follow standard operating procedures for system maintenance and troubleshooting.

• Education: Bachelor’s degree in IT or a related field (or equivalent professional experience).
• Experience: 11+ years of experience in Tier-2 end-user support, including diagnosing hardware/software issues in an enterprise environment.
• Technical Proficiency:
• Expertise in Windows OS environments and Microsoft 365 administration.
• Strong background in mobile device management (iOS) and enterprise hardware/peripherals.
• Proven ability to research, troubleshoot, and resolve complex technical issues independently.
• Communication: Native or bilingual English proficiency with strong written and verbal reporting skills.

Skills: Administrative Skills, Adobe Product Family, Apple iPad, Apple iPhone, Asset Management, Cisco Network Systems, Copying Machines, Desktop PC, English Language, Help Desk, Identify Issues, Information Technology & Information Systems, Inventory Management, Keyboards, Laptop PC, Maintain Compliance, Management of Information Systems/Technology (MIS), Microsoft Product Family, Microsoft Windows Operating System, Mobile Devices, Multilingual, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Reporting Skills, Research Skills, Security Compliance, Software Administration, Standard Operating Procedures (SOP), Systems Maintenance, Technical Support, Technical Writing, Time Management, WebEx, Wireless Communications, Writing Skills, iOS