Are you a problem solver who enjoys working closely with both technical and non-technical users? Do you have a passion for providing timely solutions for staff members? If so, you may be the perfect fit for our Help Desk Support Specialist role. We are seeking someone with excellent written and oral communication skills, strong organizational abilities, a knack for documentation, and a calm and patient demeanor.

Full Job Description

Remote Troubleshooting

• Provide support to staff members via phone, email, in-person or chat
• Offer guidance and solutions for computer equipment issues
• Assist with audio and remote connectivity problems

User Access and Security

• Update role-based permissions for current and new staff members
• Process new hire setups and handle staff termination tickets
• Update staff members personal information

Hardware

• Troubleshoot and resolve issues regarding PC’s, printers, phones, switches, and routers
• Maintain an up-to-date inventory of equipment

Software

• Troubleshoot and resolve issues regarding communication software and email
• Collaborate with third-party software providers
• Escalate complex software issues as necessary
• Log and manage tickets for software-related issues

Server Maintenance -

• Monitor performance and alerts
• Assist and perform routine maintenance
• Escalate complex incidents to the proper technical resources

Documentation -

• Track trends in help desk requests
• Utilize a ticketing system to document and track computer and system incidents

Requirements

• Must be able to work in-office
• Previous experience in technical support or related field
• Strong knowledge of computer hardware and software troubleshooting
• Proficiency with Microsoft applications
• Understanding of SQL databases
• Excellent verbal and written communication skills
• Availability to participate in an on-call rotation for after-hours support as needed