What are the responsibilities and job description for the Help Desk Support Specialist position at COOLSOFT?
Job Summary
The IT Client Services Team is seeking an experienced and self-motivated Helpdesk Representative III to provide Tier 1 and Tier 2 technical support to end users. The ideal candidate will have strong troubleshooting skills and hands-on experience supporting Windows desktops, Microsoft Office 365, Active Directory, desktop imaging, and enterprise IT infrastructure.
The candidate will be responsible for installing, configuring, maintaining, monitoring, and troubleshooting hardware, software, applications, and network-related issues while ensuring timely resolution of IT incidents and service requests.
Key Responsibilities
Provide Tier 1 and Tier 2 technical support to end users through remote and desk-side assistance.
Troubleshoot and resolve desktop, laptop, hardware, software, and application-related issues.
Install, configure, maintain, and support Windows workstations and enterprise IT systems.
Provide technical support for Microsoft Office 365, Outlook, SharePoint, and other Microsoft applications.
Manage Active Directory accounts, user access, password resets, and permissions.
Perform desktop imaging, Windows installation, configuration, and workstation deployment.
Install and troubleshoot printers, replace toner, and resolve peripheral-related issues.
Support Windows Server environments, LAN, VPN, VoIP, and network connectivity.
Provide end-user support for business applications and custom applications.
Manage IT incident, problem, and service request tickets, ensuring timely resolution and proper documentation.
Maintain technical documentation, service procedures, and troubleshooting records.
Generate KPI reports and operational reports using Microsoft Word, Excel, and PowerPoint.
Coordinate with internal technical teams to resolve complex technical issues.
Follow ITIL-based service management processes and established IT support procedures.
Required Skills & Qualifications
2–3 years of experience in Helpdesk Support, Desktop Support, or IT Technical Support.
Strong hands-on experience with Desktop Support and troubleshooting.
Experience supporting Microsoft Office 365 (O365).
Knowledge of Adobe Acrobat Professional / Adobe Professional.
Hands-on experience with Active Directory.
Knowledge of Windows Server Administration.
Experience with Desktop Imaging and Windows workstation deployment.
Strong knowledge of Windows operating systems, hardware, software, and troubleshooting.
Excellent verbal and written communication skills.
Strong problem-solving and customer service skills.
Desired / Preferred Skills
Microsoft SharePoint administration and support.
ServiceNow ticketing system.
ITIL Service Management processes.
Dell workstation imaging and inventory management.
Windows Server 2008–2012 environment.
Microsoft Exchange, SQL Server, MS Access, and ODBC.
LAN, VPN, and VoIP troubleshooting.
CCNA certification is a plus.