IT Help Desk Support Specialist

Essential Duties & Responsibilities:

o Systems Analysis & Technical Support
o Analyze, diagnose, and resolve complex hardware, software, and system issues across the organization.
o Evaluate root causes of technical problems and implement appropriate corrective actions based on business
and technical needs.
o Independently manage and prioritize support requests, determining urgency and resolution paths.
o Design, configure, and optimize end-user computing environments, including desktops, laptops, and
peripherals.
o Administer user access, permissions, and system configurations in alignment with security protocols.
o Decision-Making & Issue Resolution
o Exercise independent judgment when troubleshooting technical issues, including determining when
escalation is necessary.
o Evaluate recurring issues and recommend improvements to systems, configurations, or processes.
o Interpret and apply IT policies, standards, and best practices to a variety of technical situations.
o Systems Improvement & Optimization
o Identify trends and systemic issues within the IT environment and develop long-term solutions.
o Recommend and implement enhancements to improve system performance, reliability, and user
experience.
o Participate in the evaluation, selection, testing, and deployment of new technologies.
o Contribute to system design decisions, including configuration standards and integration approaches.
o Project Participation & Implementation
o Lead or significantly contribute to IT projects, including planning, testing, and implementation.
o Perform system testing, validation, and documentation for new technologies and updates.
o Collaborate with IT leadership to execute strategic technology initiatives.
o Documentation & Process Development
o Develop, maintain, and improve technical documentation, procedures, and support standard.
o Establish and refine best practices for IT support and system management.
o Provide technical guidance and knowledge sharing to team members and end users.
o Additional Responsibilities
o Support and troubleshoot specialized equipment (e.g., barcode scanners, label printers, document scanning
systems)
o Participate in on-call rotation and provide after-hours support as needed.
o Perform other duties and technical assignments as directed by IT leadership.

Qualifications & Experience:
Education:
o Associate or Bachelor’s degree in Information Technology, Computer Systems, or a related field (preferred)
o Equivalent combination of education, training, or certifications may be considered.

Experience:
o Experience in IT support, systems administration, or a related technical role.
o Experience working with Microsoft 365, Active Directory, and enterprise IT systems (preferred).
o Experience with system administration, scripting, or automation tools (preferred).
o Familiarity with IT infrastructure, networking concepts, and endpoint management tools.

Skills:
o Strong knowledge of Windows operating systems and enterprise applications.
o Ability to analyze technical issues and develop effective solutions independently.
o Strong troubleshooting and problem-solving capabilities.
o Ability to manage multiple priorities in a fast-paced environment.
o Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

Personal Attributes:
o Demonstrates sound judgment and decision-making in a dynamic technical environment.
o Highly organized with strong attention to detail.
o Customer-focused with a service-oriented mindset.
o Adaptable and able to respond effectively to changing business needs.
o Collaborative team player with a proactive approach to continuous improvement.

Physical Requirements & Work Environment:
o Prolonged periods of sitting at a desk and working on a computer.
o Ability to use hands and fingers to operate office equipment, such as computers, calculators, printers, and
copiers.
o Occasional lifting of office supplies or files up to 15-25 pounds.
o Adequate vision to read documents, spreadsheets, and computer screens.
o Ability to communicate effectively in person, over the phone, and via email.
o Standard office environment with controlled climate (heating, cooling, lighting).
o Typically, a quiet and professional setting, conductive to focused work.
o Occasional extended hours to weekend work may be required.
o Collaboration with cross-functional teams, requiring periodic meetings and interactions with other
departments