Associate Help Desk Specialist

Summary / Objective:  The Help Desk Specialist provides technical support to employees across hardware, software, identity, and access-related technologies, ensuring reliable and secure IT service delivery. This role serves as a key point of contact for incoming IT support requests and is responsible for diagnosing and resolving issues of varying complexity, restoring service when possible, documenting incidents and resolutions, and coordinating escalation when advanced expertise or cross-functional intervention is required. While the role participates in request intake, it extends beyond basic troubleshooting through independent problem resolution, effective handoff management, and ownership of issues through completion.The Help Desk Specialist plays a critical role in the day-to-day operation of IT services, contributing to timely issue resolution, accurate documentation, knowledge sharing, and a consistently positive end-user experience. The position requires sound technical judgment, strong customer service skills, and the ability to work effectively across teams to support operational stability and continuous improvement.

Essential Functions:
•    Demonstrate a proactive mindset and commitment to continuous learning
•    Prioritize the end user experience while balancing operational, security, and policy requirements
•    Serve as a primary point of contact for employees seeking technical assistance via phone, email, ticketing system, and limited in person support
•    Provide on site and remote desktop support for employee workstations and end user technologies
•    Troubleshoot and resolve issues related to: 
-    Windows operating systems
-    Microsoft 365 applications (Outlook, Teams, OneDrive, Office)
-    User account access, password resets, and new user onboarding
-    Printers, scanners, and standard peripherals
-    Network and internet connectivity issues within a defined support scope
•    Install, configure, maintain, and replace end user hardware and software in accordance with established standards
•    Provide support for mobile devices using iOS and Android platforms
•    Accurately document, track, update, and manage incidents and service requests within the IT service management system
•    Follow established IT security policies, troubleshooting procedures, and best practices, escalating issues appropriately based on complexity, risk, or impact
•    Communicate clearly and consistently with end users regarding issue status, resolution steps, and expectations
•    Maintain and contribute to documentation related to common issues, troubleshooting steps, and support procedures
•    Participate in on call rotations, including evenings, weekends, and holidays as required
•    Maintain professionalism, punctuality, and adherence to departmental policies
•    Maintain a clean, organized, and professional work environment
•    Perform other related duties as assigned in support of IT operations

Associate Specialists focus on developing foundational technical and operational skills while delivering reliable frontline support under guidance.

•    Perform routine troubleshooting and support tasks with structured guidance and oversight
•    Resolve common, well-documented issues using established procedures and knowledge base resources
•    Accurately document incidents, actions taken, and resolutions within the ticketing system
•    Identify issues that exceed defined scope and escalate appropriately to higher-tier support
•    Assist with workstation setups, equipment deployments, and end-user onboarding activities
•    Participate in training and skill development to expand technical and troubleshooting capabilities
•    Demonstrate professional communication skills and a customer-focused approach to support

Knowledge/Skills/Abilities: 
•    Strong customer service orientation with the ability to interact professionally, respectfully, and effectively with both technical and non technical users
•    Working knowledge of Windows desktop operating systems, Microsoft Office and Microsoft 365 applications, and common PC hardware components and peripherals used in enterprise environments
•    Ability to follow written procedures and apply logical, methodical troubleshooting processes to diagnose and resolve technical issues
•    Strong written, verbal, and interpersonal communication skills, including the ability to translate technical information into clear, user appropriate language
•    Strong organizational and time management skills with attention to detail and accuracy
•    Ability to prioritize tasks and manage multiple support requests simultaneously across multiple channels, including phone, ticketing systems, email, and in person interactions
•    Ability to work independently with minimal supervision while collaborating effectively as part of a team
•    Ability to document technical issues, actions taken, and resolutions clearly and accurately within ticketing and documentation systems
•    Willingness and ability to learn new technologies, tools, and processes, and to retain and apply technical information over time
•    Ability to multitask and adapt to changing responsibilities, shifting priorities, and evolving operational needs with minimal supervision
•    Ability to exercise sound judgment in determining appropriate resolution steps and when escalation is required
•    Ability to maintain professionalism, discretion, and composure in a fast paced support environment