IT Help Desk Technician​/Support Specialist

Technical Support

• Provide first‑line technical support via phone, email, chat, and in‑person.
• Diagnose and resolve hardware, software, and network issues.
• Escalate complex problems while maintaining ticket ownership.
• Install and configure Windows, macOS, and business applications such as Microsoft 365.

• Act as the primary point of contact for IT inquiries.
• Document all support requests and resolutions in the ticketing system.
• Provide regular updates to users and build strong, positive professional relationships.

• Assist with user account management, including creation, disabling, and permission changes in Active Directory and Microsoft 365.
• Configure new workstations and peripheral equipment.
• Perform basic network troubleshooting, including connectivity, VPN, and Wi‑Fi.

• Maintain accurate inventory of all IT hardware and software.
• Assist in the procurement process for new equipment and licenses.

• Create and update technical documentation and how‑to guides.
• Contribute to the IT knowledge base to improve team efficiency and enable user self‑service.

Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).

Proven experience in an IT support or help desk role.

• Strong knowledge of Microsoft Windows 10/11 and Microsoft 365 administration.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Understanding of Active Directory and Group Policy.

• Excellent problem‑solving and analytical skills.
• Outstanding customer service and interpersonal skills.
• Ability to explain technical concepts to non‑technical users.
• Ability to work effectively independently and as part of a team.

• Experience with ticketing systems such as Service Now, Jira, or Zendesk.
• Experience supporting cybersecurity products (e.g., Antivirus, EDR).
• Relevant certifications such as CompTIA A+, Microsoft Modern Desktop Administrator Associate, or ITIL Foundation.