Help Desk Specialist

The Help Desk Specialist serves as the primary point of contact for end users experiencing technical issues. This role provides timely technical support, resolves hardware and software problems, documents incidents, and escalates complex issues when necessary. The Help Desk Specialist also supports continuous service improvement by maintaining documentation, tracking trends, and ensuring a high level of customer satisfaction.

Responsibilities

• Serve as an escalation point for technical support incidents.
• Respond to user requests via phone, email, and in-person support.
• Troubleshoot and resolve hardware, software, and network-related issues.
• Escalate complex incidents to the appropriate technical support teams.
• Document incidents, troubleshooting steps, resolutions, and escalations.
• Monitor internal communication channels for outages, known issues, and service updates.
• Perform customer satisfaction follow-ups as directed.
• Maintain and update Help Desk knowledge base articles, standard operating procedures (SOPs), and self-service resources.
• Analyze Help Desk metrics and trends to identify opportunities for continuous improvement and root cause analysis.
• Immediately report suspected cybersecurity incidents or security concerns to appropriate personnel.
• Create and manage Active Directory user accounts, password resets, and drive mappings.
• Administer basic Office 365 and Microsoft Exchange user support.
• Configure email accounts on mobile devices.
• Install, configure, and troubleshoot desktop hardware, software, printers, and scanners.
• Perform malware and virus detection and remediation.
• Track customer issues and resolutions while maintaining accurate documentation.
• Generate monthly operational reports and maintain support documentation.
• Other duties as assigned.

Requirements

• Minimum of 6 months of Help Desk or technical support experience.
• Proficiency supporting:
  • Windows 7 and Windows 10
  • Microsoft Office 365 / Office 2016
  • Active Directory
  • Microsoft Exchange / Office 365 Administration
  • Adobe Acrobat and Adobe Reader
  • Java Runtime Environment (JRE)
  • Internet Explorer, Google Chrome, and Mozilla Firefox
  • Windows printing services and print queue management
• Strong knowledge of Microsoft Office applications.
• Ability to troubleshoot and resolve technical issues in a fast-paced, high-volume support environment.
• Excellent customer service, verbal communication, and written communication skills.
• Strong analytical, troubleshooting, and critical thinking abilities.
• Ability to explain technical concepts to non-technical users.
• Valid driver's license with reliable transportation, current insurance, and a clean driving record.
• Ability to successfully pass a background investigation.

Benefits

• Competitive salaries
• Health benefits
• Robust training and development plans