Help Desk Specialist

Job Summary: Help Desk Specialist

The Help Desk Specialist is a key member of the IT team, responsible for providing technical support, installing, patching security vulnerabilities, and upgrading hardware and software. This role includes maintaining an inventory of IT assets, documenting changes, and ensuring proper configuration of computer systems to support business operations.

 

Key Responsibilities

• Assist with new employee onboarding by setting up laptops and providing necessary access and peripherals such as docking stations, printers, keyboards, and monitors.
• Install, configure, and maintain software for end-users, including identity and access management.
• Serve as the first point of contact for IT support, addressing user inquiries related to hardware and software issues via email, remote session, or phone.
• Install and configure new hardware and software as required.
• Troubleshoot and resolve technical issues related to desktops, laptops, mobile devices, and printers.
• Provide best practice guidance to end-users, ensuring compliance with corporate IT policies and security protocols.
• Support enterprise communication and collaboration tools, ensuring effective user access and functionality.
• Assist with the management of multi-factor authentication, remote access solutions, and enterprise applications.
• Provide technical support and troubleshooting for ERP systems and related applications.
• Provide end-user support for software applications, including troubleshooting and resolution of technical issues.
• Ensure proper scoping and standardization of IT equipment purchases to meet company standards and budget constraints.
• Apply necessary updates, including BIOS, firmware, service updates, and security patches.
• Manage software licensing, ensuring compliance with vendor agreements.

 

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field preferred.
• Strong knowledge of PCs, servers, networks, software, hardware, and telecommunications equipment.
• Ability to work independently and manage multiple support requests efficiently.
• 3+ years of experience in IT support or a similar role.
• Proficiency in Windows operating systems, enterprise software solutions, and network technologies.
• Strong problem-solving abilities and attention to detail.
• Excellent communication skills, with the ability to explain technical issues to non-technical staff.
• Understanding of virtual server/desktop environments and security best practices.