The IT Help Desk Specialist is responsible for providing first-level technical support to internal users, resolving IT-related issues, and ensuring smooth day-to-day operation of computer systems, hardware, and software. This role involves troubleshooting, responding to support tickets, and escalating complex issues when necessary.
Key Responsibilities:
Serve as the first point of contact for users seeking technical assistance via phone, email, or in person
Diagnose and troubleshoot hardware, software, and network-related issues
Install, configure, and maintain computer systems and applications
Escalate unresolved issues to higher-level support teams or specialists
Monitor and track requests using a help desk ticketing system
Follow up with users to ensure issue resolution and satisfaction
Maintain accurate records of support issues, resolutions, and assets
Assist in onboarding and offboarding of employees by setting up and deactivating accounts
Support printers, mobile devices, and peripheral hardware
Ensure adherence to IT policies and security protocols
Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
Proven experience in a help desk or technical support role
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication and interpersonal skills
Customer-service oriented with strong problem-solving abilities