Help Desk Support Specialist

About the role

The Help Desk Support Specialist serves as the first point of contact for end users experiencing technical issues within the organization. This role is critical in ensuring timely resolution of hardware, software, and network problems to maintain operational efficiency.

Responsibilities

• Respond promptly to incoming help desk requests via phone, email, or ticketing system.
• Diagnose and resolve basic technical issues related to desktops, laptops, printers, and mobile devices.
• Aid users with software installations, configurations, and updates.
• Document all support activities and solutions accurately in the ticketing system.
• Escalate unresolved issues to appropriate IT teams while maintaining communication with the end user.
• Provide guidance and training to users on common IT procedures and best practices.
• Maintain an up-to-date knowledge base of common issues and resolutions.

Requirements

• High school diploma or equivalent.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Ability to troubleshoot routine computer, phone, printer, hardware, software, access, and user support issues.
• Ability to communicate clearly and professionally with team members at different levels of technical understanding.
• Ability to document work accurately, follow procedures, manage follow-up items, and protect confidential information.
• Ability to lift, move, pull, push, or carry technology equipment up to 75 pounds as required.
• Experience with help desk or customer support roles, preferably in an IT environment.
• Ability to follow established procedures and work effectively in a team environment.

Preferred Qualifications

• Two or more years of help desk, desktop support, IT support, banking technology, or related technical support experience.
• Experience using a help desk ticketing or request tracking system.
• Experience supporting Microsoft Office, Windows-based workstations, printers, phones, user accounts, and common business applications.
• Experience with equipment setup, asset tracking, onboarding support, or system access administration.
• Experience working in banking, financial services, or another regulated environment.
• Associate degree or higher in Information Technology, Computer Science, or related field.
• Experience supporting remote users and mobile device management.