Help Desk Specialist

Sterling Search Partners is assisting a client who is looking for an IT Help Desk Specialist who will serves as the first point of contact for all technology-related issues within the organization for the Southeast offices. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and network problems for end users in a timely manner while delivering exceptional customer service and maintaining accurate documentation of all support activity.

Responsibilities:

End-User Support

• Respond to IT help desk tickets, phone calls, emails, and walk-up requests in a timely and professional manner
• Diagnose and resolve hardware, software, network connectivity, and peripheral device issues
• Support users with Microsoft 365 applications (Outlook, Word, Excel, Teams, SharePoint)
• Assist with password resets, account provisioning, and access management
• Escalate complex or unresolved issues to IT Management and Firm Management or vendors as appropriate

Hardware & Software

• Set up, configure, and deploy workstations, laptops, printers, and mobile devices
• Install, update, and patch software applications and operating systems
• Maintain an accurate inventory of hardware and software assets
• Coordinate warranty repairs and hardware replacements with vendors

Network & Connectivity

• Troubleshoot VPN, Wi-Fi, and wired network connectivity issues
• Support remote users with secure access tools and remote desktop solutions
• Assist with basic switch, router, and firewall troubleshooting under IT management direction

Documentation & Process

• Log all support requests and resolutions in the ticketing system with accuracy and detail
• Maintain and update internal knowledge base articles and how-to guides
• Follow established IT policies, procedures, and security protocols
• Participate in onboarding and offboarding processes (account setup/deactivation, equipment provisioning/retrieval)

Security & Compliance

• Enforce and educate users on cybersecurity best practices (phishing awareness, password hygiene, MFA)
• Monitor for and report suspicious activity or potential security incidents
• Ensure endpoint devices meet security and compliance standards

Qualifications:

• High school diploma or GED; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred
• 1–3 years of experience in a help desk, desktop support, or IT support role
• Proficiency with Windows 10/11 and Microsoft 365
• Familiarity with Active Directory and basic user account management
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills; ability to explain technical concepts to non-technical users
• Customer-service mindset with patience and professionalism

Preferred Skills:

• CompTIA A , Network , or Microsoft certifications (e.g., MD-102)
• Experience with the Spiceworks help desk ticketing system
• Exposure to law firm or professional services IT environments
• Familiarity with document management systems
• Basic understanding of TCP/IP, DNS, and DHCP