The Help Desk Specialist provides technical support and assistance to employees or customers experiencing hardware, software, or network issues. This role is responsible for troubleshooting problems, resolving technical requests, and ensuring users can effectively utilize computer systems and technology resources.
Provide first-level technical support via phone, email, chat, or ticketing system
Diagnose and troubleshoot hardware, software, and network issues
Install, configure, and maintain computer systems and applications
Set up user accounts, permissions, and passwords
Document issues, solutions, and procedures in the help desk system
Escalate complex technical issues to higher-level support teams
Maintain IT equipment inventory and asset tracking
Assist with system updates, patches, and maintenance tasks
Educate users on basic technology usage and best practices
Ensure timely resolution of support requests per service standards
Associate or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
Proven experience in technical support, help desk, or IT support role
Knowledge of Windows and/or macOS operating systems
Familiarity with networking basics (TCP/IP, DNS, Wi-Fi, VPN)
Experience with ticketing or help desk systems
Strong problem-solving and troubleshooting skills
Excellent communication and customer service skills