IT Help Desk

Summary  

The IT Help Desk Specialist plays a crucial role in supporting the organization’s technology operations and end-user experience. This position provides front-line technical support across multiple IT functions, including ticket management, user onboarding, hardware provisioning, and system administration. The role offers continuous opportunities to expand technical expertise while supporting a dynamic IT environment.

Essential Duties and Responsibilities

• Manage and respond to support requests through Jira ticketing system, email, and phone in a timely and professional manner
• Administer user accounts in Active Directory and Microsoft 365 (MS365), including account creation, permissions, and access management
• Perform new employee onboarding, including provisioning accounts, ordering equipment, configuring systems, and ensuring a smooth Day 1 experience
• Image, deploy, and configure laptops and end-user devices.
• Maintain accurate asset tracking, including inventory management of laptops, peripherals, and IT equipment.
• Coordinate ordering, purchasing, and inventory of IT hardware and software.
• Install, configure, and troubleshoot computers, mobile devices, and related equipment.
• Provide technical support for internal applications and proprietary software.
• Assist users with network-related issues, including Wi-Fi connectivity, VPN access, and basic network troubleshooting.
• Document IT procedures, knowledge base articles, and support processes.
• Escalate complex or advanced technical issues to appropriate teams in a timely manner.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Hands-on experience with Jira or similar ticketing systems
• Experience of Active Directory user and group management
• Proficiency in Microsoft 365 (Exchange, Teams, SharePoint, user administration)
• Experience with laptop imaging and deployment tools
• Familiarity with IT asset management and inventory tracking systems
• Strong troubleshooting skills across hardware, software, and basic networking
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment while utilizing time-management skills

Education and/or Experience   

• HS Diploma or GED required.
• Specialized skills training/certification is preferred, but not required.
• 1-2 years of experience in the area of responsibility preferred.
• Fully in-office

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills  

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills 

Advanced knowledge of Microsoft Office applications (Word, Excel, Outlook, etc).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is frequently required to walk and sit.  The employee is occasionally required to stand.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Always practice good judgment and refer to the safety guidelines