IT Help Desk Specialist

Description

Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals. BAC provides early intervention autism therapy services for children between the ages of 2‑9 years old and is dedicated to delivering the best care and outcomes for its kiddos.

Position Overview

The IT Help Desk Specialist is the first point of contact for end users seeking technical assistance and support. This role involves providing exceptional customer service, managing service requests, and ensuring timely resolution of IT issues. The IT Service Desk Concierge will act as a liaison between end‑users and IT support teams, ensuring a seamless and efficient service experience.

Responsibilities

• Greet and assist end‑users with IT‑related inquiries, delivering a positive and professional customer service experience.
• Log, categorize, prioritize, and assign incidents and service requests in the IT service management system.
• Perform initial diagnosis of technical issues and provide basic troubleshooting steps to resolve common problems.
• Keep users informed about the status of their requests and incidents, ensuring clear and timely communication throughout the resolution process.
• Escalate complex issues to higher‑level support teams or specialized personnel when necessary, with proper documentation and follow‑up.
• Maintain and update knowledge‑base articles and documentation to assist users with self‑service support and improve service‑desk efficiency.
• Collaborate with IT support teams and other departments to ensure smooth operation of IT services and timely issue resolution.
• Provide training and guidance to users on IT policies, procedures, and best practices.
• Gather feedback from users about their service experience and identify areas for improvement in IT support processes.

Requirements

• High school diploma or equivalent; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Previous experience in a customer service or IT support role preferred.
• Basic understanding of IT systems, hardware, software, and networking concepts.
• Proficiency in using IT service management tools and software.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical users.
• Strong analytical and troubleshooting skills; ability to quickly identify and resolve technical issues.
• Commitment to providing exceptional customer service and a positive user experience.
• Ability to manage multiple tasks and priorities in a fast‑paced environment.

Work Environment

Location: On‑site at the company’s headquarters.
Hours: Full‑time, standard business hours with occasional after‑hours support as needed.
Physical Requirements: Ability to sit for extended periods and occasionally lift and move IT equipment.
Reporting: This position reports to the Director of IT Operations.

Pay

Competitive salary and benefits package based on experience and qualifications. Salary range: $60,000‑$70,000.