Technical Services Helpdesk Specialist

The Help Desk Specialist provides first-line technical support and service desk functions. This role serves as the initial point of contact for service requests, ensuring issues are accurately logged, categorized, prioritized, and resolved within defined service level agreements (SLAs).

The Help Desk Specialist is responsible for diagnosing and resolving common hardware, software, and access-related issues, escalating more complex incidents as appropriate, and maintaining clear, thorough documentation. This role contributes to service continuity, process consistency, and customer satisfaction by adhering to established procedures, supporting knowledge base maintenance, and participating in service improvement initiatives.

• Serve as the primary point of contact for all IT incidents and service requests, providing timely, professional, and customer-focused support.
• Receive and respond to user requests through multiple channels, including the Service Now portal, phone, and email, ensuring consistent service across all intake methods.
• Actively monitor and respond to IT support phone lines during business hours, ensuring calls are answered promptly and handled in accordance with service standards.
• Log, categorize, prioritize, and manage support tickets in accordance with established ITIL processes and service level agreements (SLAs).
• Diagnose and resolve routine technical issues related to end-user hardware, operating systems, standard applications, and systems access.
• Perform initial troubleshooting and resolution for common incidents, including password resets, software errors, peripheral issues, and basic connectivity problems.
• Escalate unresolved or complex incidents to appropriate Tier 2 or specialized support teams, ensuring complete and accurate documentation for effective handoff.
• Monitor ticket queues and assigned work to ensure timely resolution and adherence to response and resolution targets.
• Communicate clearly and professionally with end users regarding issue status, resolution steps, and expected timelines.
• Follow documented standard operating procedures (SOPs) and contribute to the creation and maintenance of knowledge base articles and support documentation.
• Participate in daily operational activities such as ticket reviews, handoffs, and service desk coordination to ensure continuity of support.
• Support change and release activities by following established procedures and maintaining awareness of scheduled system updates.
• Identify recurring issues and potential service improvements, escalating trends and recommendations to management as appropriate.
• Adhere to organizational policies related to security, data protection, and acceptable use of IT resources.

• Strong customer service and communication skills, with the ability to interact professionally with users at all levels of the organization.
• Working knowledge of IT service management principles and incident management processes (ITIL familiarity preferred).
• Ability to troubleshoot and resolve common hardware, software, and access-related issues in a timely and methodical manner.
• Proficiency in using IT service management tools (e.g., Service Now or similar ticketing systems) to log, track, and update incidents and service requests.
• Ability to manage multiple support requests simultaneously while maintaining accuracy and attention to detail.
• Strong organizational and time-management skills, with the ability to prioritize work in a fast-paced, service-driven environment.
• Clear written and verbal communication skills for documenting incidents, providing user updates, and contributing to knowledge base articles.
• Ability to follow established standard operating procedures (SOPs) and adhere to service level agreements (SLAs).
• Basic understanding of enterprise IT environments, including operating systems, standard business applications, and endpoint devices.
• Ability to work effectively both independently and as part of a collaborative team.
• Professional judgment and discretion when handling sensitive information and user data.

• Associate’s degree or coursework in Information Technology, Computer Science, or a related field preferred; equivalent work experience may be considered.
• ITIL Foundation certification preferred or willingness to obtain within a specified timeframe.
• Entry-level technical certifications such as CompTIA A+, or equivalent are preferred.
• Ongoing participation in relevant technical training or professional development encouraged.
• Desirable - Knowledge of prompt engineering, generative AI tools, and automation platforms used in IT operations and customer support environments.
• Awareness of emerging AI technologies and their potential application within IT service management and end-user support environments.