What are the responsibilities and job description for the Help Desk Specialist position at IT TechPros?
About Us
IT TechPros is a Managed Service Provider built on the belief that IT should be simple, reliable, and genuinely helpful. We know IT can be overwhelming, so we partner with businesses to remove the frustration and deliver a premium support experience.
The result? Your team stays happy and stress-free, and your technology works seamlessly for the people who depend on it.
Role Overview
We’re seeking a Help Desk Technician to provide fast, reliable IT support to our clients. You’ll manage the support queue, respond to calls and emails, and resolve tickets efficiently. As the primary point of contact for clients needing assistance, you’ll deliver first-line technical support, ensuring their computers, laptops, peripherals, and basic network connections run smoothly.
Key Responsibilities:
- Respond to service requests (email, phone, remote tools, or on-site) for desktops, laptops, printers, scanners, and other peripherals.
- Troubleshoot hardware, software, and operating‑system issues (Windows, Office/Microsoft 365, standard productivity software) and resolve or escalate as needed.
- Set up and configure new user workstations; perform user onboarding/offboarding (account setup, permissions, required software).
- Maintain accurate, up-to-date documentation of support tickets, solutions, and user environments.
- Communicate clearly with clients — breaking down technical concepts, offering user guidance and support.
Interpersonal Skills
- Strong written and verbal communication skills
- Detail-oriented with the ability to prioritize tasks efficiently
- Reliable, accountable, and respectful to both team and clients
- Exceptional customer service and client-facing demeanor
- Demonstrates professionalism in communication, punctuality, and overall conduct while representing IT TechPros to clients.
What We Offer
- Health and dental benefits to keep you and your family covered
- Generous vacation time that increases with your tenure, allowing you to unplug and recharge
- Competitive pay based on experience, plus a performance-based year-end bonus
- Company laptop and phone stipend to stay equipped and connected
- Ongoing training and certification support to help you grow your skills
- A collaborative, growth-oriented culture that values your ideas and promotes from within
- Real-world experience with a top MSP and opportunities to advance your career
- Team lunches and seasonal events in some of San Diego’s best spots
Help Desk is usually the first point of contact (Tier 1), handling remote, quick fixes (password, basic software) via phone/chat. Candidates without prior Help Desk or relevant IT support experience should not apply.