Help Desk Specialist

Summary

The Help Desk Specialist provides Tier 1 onsite technical support, resolving hardware, software, and peripheral issues for clients. This role serves as a primary point of contact, ensuring timely issue resolution, clear communication, and high client satisfaction.

Key Responsibilities

• Deliver onsite technical support for desktops, applications, and peripherals.
• Maintain regular onsite support for assigned clients.
• Troubleshoot issues, manage tickets, and document resolutions in real time.
• Build strong client relationships and understand client environments.
• Ensure systems are maintained in line with SLAs and internal procedures.
• Perform routine system checks and collaborate on proactive improvements.
• Communicate effectively with clients and manage expectations.
• Contribute to documentation and continuous process improvements.
• Perform additional duties as needed.

Required Skills & Knowledge

• Basic IT knowledge (Windows/macOS, networking, Active Directory, Microsoft 365).
• Familiarity with LAN/WAN, wireless, and endpoint troubleshooting.
• Strong problem-solving, time management, and organizational skills.
• Excellent communication and customer service abilities.
• Attention to detail in documentation and ticket management.

Qualifications

• Associate’s degree in IT or related field (or equivalent experience).
• 1–3 years of IT support experience.
• Certifications (e.g., CompTIA A+, Network+, Security+) preferred.

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