Help Desk Specialist
Core
First-line technical support specialist resolving hardware, software, and network issues for end-users via phone, email, chat, or in-person.
Role type
Help Desk Specialist
Builds
User support resolutions and technical documentation
Domain
IT Support / Enterprise Services
Deliverable
client delivery
Required skills
OS troubleshooting (Windows, Linux, macOS), networking basics (TCP/IP, LAN/WAN), remote desktop tools, ticketing platforms, Active Directory management, hardware repair, technical documentation
Preferred skills
Customer service mindset, analytical troubleshooting, multi-tasking
Technologies
Active Directory, JIRA, Zendesk, Microsoft 365, Office 365
Responsibilities
Serve as first point of contact for user technical issues; diagnose and guide users through fixes for hardware, software, and network problems; record and document support requests in a ticketing system; escalate complex issues; install and configure computers and peripherals; manage user accounts and permissions; develop technical documentation and training resources