Helpdesk Support Specialist

About the role

This is a great get-your-foot-in-the-door IT role that requires a focused and accountable individual.

Responsibilities

• Provide Tier 1 to Tier 2 technical support for end users, including hardware, software, and account-related issues.
• Manage assigned helpdesk tickets in a timely manner.
• Support end-user computing environment.
• Maintain IT inventory.
• Contribute to the development of documentation and processes.
• Ensure timely resolution of incidents and deliver high-quality customer service while maintaining security and compliance standards.

Essential Functions

• Configure, deploy, and support desktops, laptops, mobile devices, and peripherals.
• Install and maintain software applications and updates.
• Aid with onboarding/offboarding of users.
• Manage device inventory and asset tracking systems.
• Support remote users and VPN connectivity.
• Monitor and manage helpdesk ticketing system (incident, request, and escalation handling).
• Perform troubleshooting for Windows OS, Microsoft 365, network access, and peripherals.
• Perform password resets, account unlocks, and user provisioning (Entra ID / AD).
• Escalate complex issues to Tier 2/3 or engineering teams as needed.
• Maintain Service Level Agreements (SLAs) and ensure timely resolution of tickets.
• Support Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive).
• Aid with endpoint management tools (Intune/MDM).
• Document recurring issues and solutions.

Qualifications

• High School Diploma or GED required.
• A minimum of one year of helpdesk or IT support experience required.
• Experience with ticketing systems (TDX) preferred.
• Experience supporting Windows environments and M365 tools.
• Experience with Intune and Microsoft Defender preferred.

Skills

• IT and/or IT helpdesk environments.

Benefits

SKT, Inc. is an EEO/Veteran/Disabled employer. For a general description of benefits, please visit: here.