Help Desk Support Specialist

The Help Desk Support Specialist provides Tier I and Tier II technical support to end users, resolving hardware, software, application, and system-related issues in person, by telephone, email, and remotely.

Reporting to the IT Client Services Manager, this role supports the delivery, operation, maintenance, and continuous improvement of IT services and infrastructure. Responsibilities include provisioning, configuring, installing, operating, documenting, maintaining, monitoring, and reporting on systems hardware, software, and related infrastructure performance.

Primary Responsibilities

• Provide Tier I technical support and Tier II support for issues requiring additional troubleshooting or escalation.
• Deliver remote and desk-side help desk services to identify, troubleshoot, and resolve IT operational issues.
• Respond to end-user questions, concerns, and service requests while providing excellent customer service.
• Analyze technical issues to determine their nature, scope, and appropriate resolution.
• Provide ongoing operational and user support for business and custom applications, including troubleshooting and on-call application support as needed.
• Manage and resolve IT incident, problem, and service request tickets across end-user systems, applications, and devices.
• Document troubleshooting steps, resolutions, and service procedures.
• Install, configure, and support workstations and IT infrastructure, including Windows Server environments, Windows workstations, LAN, VPN, Microsoft 365, SharePoint, Active Directory, and VoIP.
• Install and support Microsoft enterprise-level products, including Exchange, SQL Server, Microsoft Access, ODBC, System Center, and SharePoint.
• Perform printer installations, troubleshooting, toner replacements, and print server administration.
• Assist with desktop imaging, workstation configuration, and inventory management.
• Prepare KPI reports and technical documentation related to systems and application operations using Microsoft Office applications, including Word, Excel, and PowerPoint.
• Collaborate with technical teams to support issue resolution and continuous improvement of IT services.
• Participate in additional training as needed to maintain technical proficiency and expand knowledge of supported systems and technologies.

Help Desk, Help Desk, Technical Support, Customer Support/Service, Customer Service Management, Continuous Improvement, Documentation, Systems Hardware, IT Service Management (ITSM), Identify Issues, Required:

• High school diploma or GED.
• 2+ years of experience in IT help desk, desktop support, or end-user technical support.
• 2+ years of experience with Windows desktop environments, Office 365, Adobe Professional, and Active Directory.
• 2+ years of experience with desktop imaging, workstation configuration, and inventory management.
• 2+ years of experience with printer installation, troubleshooting, toner replacement, and print server administration.
• 2+ years of experience providing customer-focused, desk-side and remote technical support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent interpersonal, verbal, and written communication skills.

Preferred:

• Associate or bachelor’s degree in Computer Science, Computer Information Systems, Computer Technology, or a related field.
• 2+ years of experience supporting SharePoint.
• 2+ years of experience with ServiceNow incident management.
• Experience working within an ITIL-based Service Management environment.
• Experience with Dell workstation imaging and Windows 10 environments.
• Knowledge of systems management, IT infrastructure, and implementation methodologies.
• Experience supporting Microsoft enterprise technologies, including Exchange, SQL Server, Microsoft Access, ODBC, and System Center.
• CCNA (Cisco Certified Network Associate) certification.
• Experience in a Help Desk Support Specialist II or equivalent role.