Help Desk Specialist

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support to end users, ensuring timely and effective resolution of issues.
• Troubleshoot and support Microsoft Office 365 applications and services.
• Build, configure, and deploy laptops managed through Microsoft Intune.
• Diagnose and resolve local network and VPN connectivity issues.
• Provision and manage user accounts in Office 365, including permissions and security settings.
• Maintain accurate hardware and software asset records within the ITSM system.
• Escalate high-priority or complex incidents to management or higher-level support as needed.
• Deliver exceptional customer service and communicate clearly with both technical and non-technical users.

Qualifications

• 3-5+ years of proven experience in a Help Desk or IT Support role.
• Strong working knowledge of Office 365 administration and troubleshooting.
• Experience with Microsoft Intune or similar device management tools.
• Solid understanding of networking fundamentals, including VPN technologies.
• Familiarity with ITSM tools and asset management best practices.
• Ability to prioritize tasks and perform effectively in a fast-paced environment.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.