Help Desk Specialist

We are seeking a Help Desk Technician II to provide first‑level technical support to both remote and onsite users. This role is responsible for delivering hands‑on troubleshooting and support across hardware, software, mobile devices, and network‑related issues while ensuring a high level of service and communication.

• Provide first‑level help desk support for onsite and remote users.
• Diagnose and resolve issues related to computer hardware, software, mobile devices, and network connectivity.
• Take ownership of tickets from initiation through resolution, ensuring consistent communication and timely updates.
• Maintain accurate and up‑to‑date documentation for tickets, systems, and processes.
• Apply structured troubleshooting methodologies (OSI model) to efficiently identify and resolve issues.
• Identify and engage key stakeholders when handling support requests.
• Stay current with IT trends, emerging technologies, and cybersecurity threats.
• Build strong, collaborative working relationships across teams and departments.
• Deliver excellent customer service and technical support.
• Perform additional duties as assigned.
• Strong communication, analytical, and time management skills.
• Solid technical knowledge of Microsoft operating systems, hardware, and networking fundamentals.
• Ability to troubleshoot complex issues and think critically under pressure.
• Clear verbal and written communication across all levels of the organization.
• High level of initiative, motivation, and accountability.
• Passion for service excellence, continuous learning, and innovation.

• High school diploma or equivalent required.
• Associate’s degree (AA) in IT or related field, or equivalent work experience.
• CompTIA A+ or similar industry‑recognized certification preferred.
• Prior help desk or technical support experience required (Level II preferred).
• Aerospace industry experience is a plus, but not required.