Help Desk Support Specialist

Position Overview:

The IT Help Desk Support professional provides day-to-day technical support to end users across the organization. This position is responsible for troubleshooting and resolving hardware, software, and network issues, as well as managing user accounts in Microsoft 365 and Active Directory. The role requires strong customer service skills, attention to detail, and the ability to handle multiple requests efficiently in a fast-paced environment.

Responsibilities:

• Serve as the first point of contact for user inquiries and technical issues, received through phone, email, or the ticketing system.
• Troubleshoot and resolve problems related to desktop and laptop computers, printers, mobile devices, and other peripherals.
• Provide support for Windows and macOS operating systems, Microsoft 365 applications, Teams, and SharePoint.
• Perform Microsoft 365 user account management, including creating and modifying accounts, assigning licenses, setting mailbox permissions, and resetting passwords.
• Manage Active Directory accounts, security groups, and access permissions.
• Set up and configure new user workstations, software, and peripheral equipment.
• Assist with network connectivity issues, including VPN access, wireless connections, and IP configurations.
• Maintain accurate documentation of issues and resolutions in the IT ticketing system.
• Escalate complex or recurring issues to higher-level technical staff as needed.
• Perform regular system maintenance, updates, and security checks.
• Support onboarding and offboarding activities, ensuring proper IT access and asset management.
• Follow established IT policies and procedures to ensure system security and compliance.
• Contribute to internal knowledge base articles and end-user training materials.

Qualifications:

• 1 to 4 years of experience in IT support, service desk, or related technical role.
• Working knowledge of Microsoft 365 administration and account management.
• Familiarity with Active Directory, Exchange Online, and Teams.
• Experience supporting Windows operating systems and Microsoft Office applications.
• Understanding of basic networking concepts such as DNS, DHCP, and VPN.
• Strong communication and problem-solving skills with a focus on customer service.
• Ability to prioritize and manage multiple requests in a busy environment.