Technical Services Helpdesk Specialist
Core
First-line technical support specialist serving as the initial point of contact for IT incidents and service requests, diagnosing and resolving common hardware, software, and access issues.
Role type
Help Desk Specialist
Builds
IT service continuity and user support
Domain
Enterprise IT Support
Deliverable
client delivery
Required skills
IT incident management, ticketing systems (ServiceNow), hardware/software troubleshooting, ITIL processes, SLA adherence, knowledge base maintenance
Preferred skills
Prompt engineering, generative AI tools, automation platforms
Technologies
ServiceNow, ITIL, CompTIA A+ (certification)
Responsibilities
Log, categorize, and prioritize support tickets; diagnose and resolve routine hardware/software/access issues; escalate complex incidents; maintain knowledge base articles; monitor ticket queues for SLA compliance; communicate status updates to end users.
Seniority
Entry-level