IT - Helpdesk Specialist

This role is responsible for delivering prompt, efficient, and customer-oriented support by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. The specialist will play a key role in maintaining operational efficiency by supporting daily IT operations, ensuring adherence to service level agreements (SLAs), and contributing to IT-related projects and improvements.

Key Responsibilities

• Serve as the first point of contact for end-users via phone, email, or ticketing system, providing timely and effective support.
• Troubleshoot and resolve technical issues related to Windows and Mac operating systems, Microsoft Office, printers, network connectivity, and proprietary/internal applications.
• Escalate unresolved incidents to appropriate higher-level or specialized IT support teams.
• Install, configure, and maintain desktop and laptop computers, along with associated peripherals and mobile devices.
• Manage user accounts and permissions through systems such as Active Directory, Microsoft 365, and other IT platforms.
• Ensure endpoint protection through antivirus software installation and regular updates.
• Maintain accurate documentation of technical issues, troubleshooting steps, and resolutions in the helpdesk knowledge base.
• Support IT onboarding and offboarding processes, including device setup and access provisioning.
• Monitor and respond to IT support tickets in a timely manner to meet established SLAs.
• Participate in IT initiatives, system upgrades, and routine maintenance activities.

• 2-5 years in IT support or a similar technical role.

• Certifications: CompTIA A+, or other relevant technical certifications, is a plus.
• Strong knowledge of IT infrastructure, desktop environments, local network administration, and troubleshooting.
• Familiarity with hardware, software, and network systems management.
• Understanding of security practices related to IT systems and data protection.
• Experience with system administration and troubleshooting various operating systems (Windows, macOS, Linux).
• Hands-on experience in managing and troubleshooting IT systems, networks, and devices.
• Experience supporting desktop environments, network administration, and IT troubleshooting for internal users.
• Proven experience with IT projects, system upgrades, and migrations.
• Strong problem-solving skills, with a focus on resolving technical issues efficiently.
• Previous experience with IT performance tracking and reporting.

• Bachelor’s degree in information technology, Computer Science, or a related field.