IT Help Desk Specialist
Core
Provide first-line IT service desk support to employees via ticketing system, phone, email and in person, logging, prioritizing and resolving incidents and service requests
Role type
IT Help Desk Specialist
Builds
IT support services for employees
Domain
IT Operations
Required skills
troubleshooting hardware and software issues, managing user accounts, network access support, Microsoft 365, Active Directory, Azure, Windows operating systems, mobile device management, ticketing tools
Preferred skills
identifying recurring issues, improving support processes, maintaining IT asset inventory, documenting knowledge base
Technologies
Microsoft Office Suite, Microsoft 365, Active Directory, Azure, Windows operating systems, ticketing or service management tools
Responsibilities
Provide first-line IT service desk support to employees via ticketing system, phone, email and in person, logging, prioritizing and resolving incidents and service requests; Troubleshoot and resolve hardware, software, network access and user account issues, escalating complex problems to senior IT staff as required; Identify recurring issues and opportunities to improve support processes and implement best practices; Maintain IT asset inventory to ensure adequate equipment stock for new hires, and keep ticket records and knowledge base documentation to track service metrics; Ensure adherence to company policies, IT security practices, regulatory requirements, and industry standards
Seniority
Mid-level, hands-on IC