Help Desk Support Specialist

The IT Support Specialist provides first-level technical support to end users via telephone, email, and chat. This position is responsible for troubleshooting and resolving hardware, software, and voice/data communication issues while providing timely, professional support. The ideal candidate has a broad understanding of desktop technology, operating systems, applications, printers, and networks.

• Provide first-level IT support to end users via phone, email, and chat.
• Troubleshoot and resolve hardware, software, desktop, laptop, printer, and network issues.
• Troubleshoot voice and data communication systems.
• Create clear, concise, and informative service tickets.
• Document troubleshooting steps, resolutions, and technical information accurately.
• Escalate issues to the appropriate support team when necessary.
• Follow up on open tickets in a timely manner.
• Take ownership of issues and pursue them through to resolution.
• Provide professional and responsive customer service to end users.
• Work overtime and occasional weekends as needed.

• Entry experience in a corporate IT support or help desk environment.
• Experience working with ticketing systems.
• Experience documenting technical support issues and resolutions.
• Broad knowledge of common operating systems and application software.
• Working knowledge of desktop and laptop computers.
• Experience troubleshooting printers and network connectivity issues.
• Basic understanding of voice and data communication systems.
• Strong written and verbal communication skills.
• Ability to troubleshoot issues independently and elevate when appropriate.