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# Help Desk Support Specialist

- **Company:** CAREER CONNECTION
- **Location:** Williamsville, NY, United States
- **Experience:** Starter
- **Salary:** $35,360.0
- **Contract:** Temporary to permanent
- **Skills:** Microsoft Access, Backup Devices, Microsoft Office, Information Technology, User Identification, Server Operating Systems & Platforms
- **Published:** October 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=c074d313472338f8

## About the Role

This is an excellent opportunity for a customer service-oriented, motivated, entry level candidate to learn, grow and gain experience in a professional, corporate setting!, * Associate's degree in computer science, or a High School Diploma and 4 years' experience in an office environment.

 * Knowledge of basic computer hardware and software.
 * Experience with desktop and server operating systems and applications, primarily Microsoft Windows 10 and Microsoft Office.
 * Exceptional written and oral communication and documentation skills.
 * Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills.
 * Ability to conduct research into a wide range of computing issues as required.
 * Ability to absorb and retain information quickly., * High school or equivalent (Required)

Experience:

 * Customer service/end user support: 1 year (Required)
 * Information Technology support: 1 year (Preferred)

## Description

* Field incoming requests from end users via telephone and e-mail, in a courteous manner. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
 * Build rapport and elicit problem details from help desk customers.
 * Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
 * Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
 * Apply diagnostic utilities to aid in troubleshooting. Research and assist in installing new systems.
 * Access software updates, drivers, knowledge bases, and frequently asked questions, resources on the Internet to aid in problem resolution.
 * Identify and learn appropriate software and hardware used and supported by the organization.
 * Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
 * Install software and configure equipment.
 * Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
 * Test fixes to ensure problem has been adequately resolved.
 * Perform post-resolution follow-ups to help requests.
 * Evaluate documented resolutions and analyze trends for ways to prevent future problems.
 * Develop help sheets and frequently asked questions lists for end users.
 * Comply with all agency policies and procedures.