IT Help Desk Support Specialist

IT Help Desk Support Specialist

Love technology? Enjoy solving problems? Want to grow your IT career with a team that invests in your success?

At prototype:

IT
, we're more than an IT support company—we're a trusted technology partner helping businesses thrive through innovative solutions and exceptional service. We're looking for an IT Help Desk Support Specialist who is curious, customer-focused, and excited to expand their technical skills in a fast-paced Managed Services Provider (MSP) environment.

Every day brings something new. You'll support clients across a variety of industries, work with modern technologies, and collaborate with a team of experienced IT professionals who are passionate about helping both our clients and each other succeed. Whether you're troubleshooting a workstation issue, supporting Microsoft 365, resolving network challenges, or helping implement new technology solutions, you'll play a key role in delivering an exceptional customer experience.

This is an excellent opportunity for someone who enjoys continuous learning, thrives in a dynamic environment, and wants exposure to a broad range of technologies that accelerate career growth.

As an IT Help Desk Support Specialist, you'll provide technical support to clients by installing, configuring, maintaining, repairing, and troubleshooting hardware, software, and network-related issues.

• Provide remote technical assistance to clients experiencing hardware, software, and technology-related issues.
• Respond to support requests and IT incidents in a timely, professional, and efficient manner.
• Troubleshoot and diagnose technical problems including:
  • Windows and Mac operating systems
  • Microsoft Office and Microsoft 365 applications
  • Network connectivity issues
  • Printing and peripheral device problems
  • Remote access and desktop support issues
• Escalate complex technical issues to senior technical staff while maintaining ownership of the customer experience.
• Assist with the installation, configuration, and deployment of hardware and software solutions.
• Coordinate with third-party vendors to resolve technical issues and schedule maintenance activities.
• Maintain accurate documentation of incidents, service requests, troubleshooting steps, and resolutions within the help desk ticketing system.
• Contribute to the creation and maintenance of technical documentation, procedures, and knowledge base articles.
• Stay current on emerging technologies, industry trends, and best practices in IT support.
• Assist with occasional on-site client appointments as business needs require.
• Build strong relationships with clients by delivering friendly, professional, and service-focused support.
• Maintain compliance with prototype:
  
  IT standards, policies, security requirements, and attendance expectations.

We're seeking someone who enjoys solving problems, helping others, and continuously expanding their technical knowledge. The ideal candidate is naturally curious, customer-focused, and energized by working in a fast-paced environment where no two days are the same.

Successful team members at prototype:

IT are committed to delivering an exceptional client experience. They enjoy learning new technologies, collaborating with teammates, and finding creative solutions to technical challenges.

If you're someone who takes pride in helping people, thrives on troubleshooting complex issues, and wants to build a long-term career in IT, you'll fit right in with our team.

• Minimum of 2 years of experience in a technical support, help desk, or desktop support role.
• Degree in Information Technology, Computer Science, or equivalent combination of education and experience.
• Strong technical knowledge of:
  • Windows and/or Mac operating systems
  • Microsoft Office Suite and Microsoft 365
  • Networking fundamentals
  • Remote desktop and remote support tools
• Excellent written and verbal communication skills.
• Ability to communicate effectively with users at all levels of an organization.
• Strong analytical and problem-solving skills with the ability to think creatively and identify effective solutions.
• Ability to work independently while also contributing to a collaborative team environment.
• Strong organizational skills and attention to detail.

• Industry certifications such as CompTIA A+, Network+ or Microsoft Certified Professional (MCP)

• Work with a wide variety of clients, technologies, and business…