IT Service Desk Support Specialist

Description

We are seeking a skilled, passionate, and customer-focused IT Help Desk Support Specialist to join our IT team here at FiberLight. As an IT Help Desk Support Specialist, you will be the first point of contact for our employees seeking technical assistance and support. Your primary responsibility will be to provide timely and effective solutions to end-user issues and requests, ranging from hardware and software problems to basic network connectivity and account access. The ideal candidate should have excellent communication skills, strong technical aptitude, and a passion for delivering exceptional customer service.

Essential Job Functions

• First-line Support: Act as the initial point of contact for employees seeking technical assistance through various channels, including phone, email, or in-person. Provide prompt and courteous responses to resolve their issues or escalate to higher-level support when necessary.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues reported by end-users. Walk users through the problem-solving process and document troubleshooting steps and resolutions.
• Account Management: Assist with account creation, password resets, and access permissions for various applications and systems.
• Hardware and Software Setup: Assist with the installation, configuration, and maintenance of desktops, laptops, printers, and other hardware devices. Install and troubleshoot software applications as needed.
• Ticket Management: Record and track all support incidents and service requests in the help desk ticketing system. Prioritize and manage workload to meet service level agreements.
• Knowledge Base: Contribute to the development and maintenance of the IT knowledge base, providing self-help guides and resources for end-users.
• User Training: Provide basic training to employees on commonly used software applications and technology best practices.
• IT Inventory Management: Maintain accurate records of IT assets and equipment, including tracking inventory, issuing hardware, and performing periodic audits.
• Escalation and Collaboration: Escalate complex or unresolved issues to appropriate IT teams and collaborate with other IT specialists to resolve problems efficiently.
• IT Security: Assist in enforcing IT security policies, such as malware prevention, data protection, and access controls, to ensure a secure computing environment.
  
  

Requirements

• High school diploma or equivalent; an associate or bachelor’s degree in computer science or related field is a plus.
• Proven experience (1-2 years) in a help desk or technical support role, preferably in a business environment.
• Strong technical knowledge of Microsoft Windows and Office products, including Windows 10 and 11, Microsoft Office 365 suite, Visio, and MS Project.
• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.
• Familiarity with computer hardware, peripherals, and mobile devices (laptops, printers, smartphones).
• Excellent problem-solving and troubleshooting skills, with the ability to adapt to various end-user needs.
• Exceptional customer service and communication skills, with the ability to explain technical concepts in a clear and concise manner.
• Prior experience with help desk ticketing systems and remote support tools is advantageous.
• Ability to work independently and collaboratively within a team environment.
  
  

Additional Skills/Abilities

In addition to the specific qualifications and responsibilities mentioned in the job description, the role may require base-level knowledge in various technology areas typically expected in an IT role. Some of these general technology requirements include:

• Operating Systems: Proficiency in operating systems such as Windows, Linux, or macOS, including system administration, file management, and basic command-line operations.
• Networking Concepts: Understanding of networking fundamentals, including IP addressing, subnetting, DNS, DHCP, routing, and network protocols (TCP/IP, HTTP, HTTPS, etc.).
• Hardware Fundamentals: Understanding of computer hardware components, including CPUs, RAM, storage devices, and peripherals.
• Troubleshooting Skills: Ability to diagnose and resolve technical issues, both hardware and software-related, and provide effective solutions.
• Documentation and Communication: Strong documentation skills and the ability to communicate technical concepts clearly to both technical and non-technical stakeholders.
• IT Security: Awareness of information security best practices, including data encryption and access controls, and vulnerability assessment.