Help Desk Specialist

IT Specialist to provide comprehensive technical support to end users, ranging from front-line assistance to advanced troubleshooting and system configuration.

This role ensures reliable IT operations across the organization by resolving incidents, fulfilling service requests, and supporting enterprise technologies., * Serve as a primary point of contact for IT support via phone, email, ticketing system, and in-person.

• Troubleshoot and resolve hardware, software, and network issues at both basic and advanced levels.
• Assist users with account access, password resets, MFA issues, and general identity-management tasks.
• Perform workstation setup, imaging, deployment, and peripheral configuration.
• Support enterprise applications and departmental systems, including specialized tools.
• Conduct root-cause analysis and implement long-term solutions for recurring problems.
• Document all interactions and technical procedures accurately in the ticketing system.
• Escalate issues appropriately and collaborate with system administrators, infrastructure teams, and vendors.
• Manage user accounts, security groups, file permissions, and access requests.
• Provide guidance, mentorship, and knowledge-sharing with support staff.
• Assist with system upgrades, patching, deployments, and lifecycle management of workstations.
• Educate users on IT policies, procedures, and best practices.

• Bachelor’s (Preferred), * providing IT support, service desk operations,: 6 years (Preferred)
• Windows OS, MacOS, Microsoft 365, Active Directory: 6 years (Preferred)
• supporting mobile devices (iOS and Android): 6 years (Preferred)
• Microsoft 365 applications (Outlook, Teams, SharePoint: 6 years (Preferred)
• diagnose and resolve both basic and complex technical issues: 6 years (Preferred)
• basic cybersecurity practices such as MFA: 1 year (Preferred)
• ITIL best practices for incident, problem: 1 year (Preferred)
• Strong communication, customer service, and problem-solving: 1 year (Preferred)
• ork independently and collaboratively in a fast-paced: 1 year (Preferred)
• lift, move, and install computer hardware up to 25-40 lbs: 1 year (Preferred)