Help Desk Support Specialist Wilmington, CA

Help Desk Support Specialist

We are seeking a Help Desk Support Specialist to provide first-line technical support for end users across a fast-paced environment. This individual will be responsible for troubleshooting hardware, software, network, and user access issues while delivering excellent customer service. The ideal candidate combines strong technical troubleshooting skills with the ability to communicate effectively, prioritize requests, and support users in a collaborative workplace.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and business applications.
• Utilize Service Now to manage, document, prioritize, and resolve incident and service requests.
• Troubleshoot internet connectivity, network access, printing issues, IP address conflicts, and other common end-user technical problems.
• Support Windows 11 environments, including user account setup, software installations, system configurations, and troubleshooting.
• Administer and support Active Directory, including user provisioning, password resets, group membership management, and policy enforcement.
• Assist users with Google Workspace and cloud-based Google technologies, including account management, collaboration tools, and user support.
• Escalate complex technical issues when necessary while ensuring timely communication and resolution updates.
• Document troubleshooting steps, resolutions, and support procedures.
• Maintain a strong customer-service mindset when interacting with employees at all levels of the organization.