Job Title: IT Help Desk Specialist

Job Overview: The IT Help Desk Specialist will serve as the first point of contact for end users seeking technical assistance over the phone or via email. This entry-level role will involve responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.

This is a part time role consisting of a 3-day work week from 8-5 PM

Responsibilities and Duties:

• Serve as the first line of support for users experiencing IT issues.
• Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interview users to collect information about the problem and lead the user through diagnostic procedures to determine the source of the error.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Log and track calls using problem management database, and maintain history records and related problem documentation.
• Prepare standard statistical reports, such as help desk incident reports.
• Analyze and evaluate incident reports and make recommendations to reduce the help desk incident rate.
• Assist in the development of training materials and procedures, and/or train users in the proper use of hardware and software.
• Stay current with system information, changes, and updates.
• Participate in on-call rotation and provide after-hours support as needed.

Qualifications:

• High school diploma required; degree in computer science or related field preferred.
• Basic understanding of computer systems, mobile devices, other tech products, and network systems.
• Familiarity with Windows/Mac OS environments, Microsoft Office Suite, and ticket tracking systems.
• Ability to diagnose and resolve basic technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Willingness to learn new technologies and maintain industry knowledge.
• Ability to work independently and within a team environment.