Description

IT Support Desk Help Specialist provides advanced technical support and troubleshooting primarily within a Microsoft stack environment. It also includes collaborating with other IT team members to diagnose and resolve issues related to servers, workstations, and networking equipment. Additionally, proactive monitoring and maintenance tasks to ensure system stability and performance are required. The role involves assisting in the planning, implementation, and maintenance of IT projects, documenting support procedures and mentoring junior staff. Finally, the job requires staying updated on industry trends and recommending improvements to enhance the overall efficiency and reliability of IT operations. 

1. Provide advanced technical support and troubleshooting for hardware, software, and network issues, primarily within a Microsoft stack environment. 
2. Serve as a point of escalation for complex technical issues, utilizing advanced troubleshooting techniques to resolve problems efficiently. 
3. Collaborate with other IT team members to diagnose and resolve issues related to servers, workstations, networking equipment, and other IT infrastructure components. 
4. Perform proactive monitoring and maintenance tasks to ensure the stability and performance of IT systems, including patch management, system updates, and antivirus management. 
5. Assist in the planning, implementation, and maintenance of IT projects, such as system upgrades, migrations, and deployments. 
6. Document support procedures, troubleshooting steps, and system configurations to facilitate knowledge sharing and maintain an up-to-date knowledge base. 
7. Mentor and train junior help desk support staff, providing guidance on technical skills and best practices. 
8. Actively participate in on-call rotation schedule to provide after-hours support as needed for critical incidents or system maintenance. 
9. Continuously evaluate and recommend improvements to existing systems, processes, and procedures to enhance the overall efficiency and reliability of IT operations. 
10. Stay updated on industry trends, emerging technologies, and best practices in IT support to remain proactive in addressing evolving business needs. 

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field preferred. 
• 5 years of experience in IT support roles, with a focus on help desk support in a Microsoft-centric environment. 
• Strong proficiency in troubleshooting Microsoft operating systems (Windows 10/11, Windows Server) and Microsoft Office applications. 
• Experience with Active Directory, Group Policy, DNS, DHCP, and other core Microsoft infrastructure services. 
• Solid understanding of networking concepts, protocols, and technologies (TCP/IP, LAN/WAN, VLANs, VPNs). 
• Familiarity with virtualization technologies (VMware, Hyper-V) and cloud platforms (Microsoft Azure, Office 365) is a plus. 
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users. 
• Strong analytical and problem-solving abilities, with a proactive and customer-focused approach to IT support. 
• Relevant certifications such as CompTIA A , Microsoft Certified Professional (MCP), or ITIL Foundation are desirable.

Skills: 

• Windows Operating Systems 
• Active Directory (AD) 
• Microsoft Office Suite 
• Exchange Server 
• Networking Fundamentals 
• Server Roles and Features 
• Virtualization Technologies (Hyper-V, VMware) 
• PowerShell Scripting 
• Microsoft Azure 
• Security Best Practices 
• Backup and Recovery 
• Troubleshooting Skills 
• Communication Skills 
• Continual Learning