IT Help Desk Specialist

IT HelpDesk Specialist

Job Description:

We are seeking a skilled IT HelpDesk Specialist to join our team and provide technical support to our internal employees. The ideal candidate will be responsible for diagnosing and resolving IT issues promptly, ensuring minimal disruption to workflow. This role involves troubleshooting hardware and software problems, managing IT tickets, and delivering excellent customer service to our internal stakeholders.

Responsibilities:

• Respond to IT support requests from internal employees via phone, email, or ticketing system promptly.
• Diagnose and troubleshoot technical issues related to hardware, software, and network systems for desktops, laptops, printers, and other peripherals.
• Install, configure, and maintain computer systems and software applications.
• Provide technical assistance and guidance to internal users, ensuring issues are resolved efficiently and accurately.
• Escalate complex issues to appropriate IT staff or vendors when necessary, ensuring timely resolution.
• Document all IT support activities, including solutions provided and follow-up actions taken, in our internal ticketing system.
• Maintain and update internal IT documentation, including user manuals, knowledge base articles, and standard operating procedures (SOPs).
• Assist in the setup and deployment of new hardware, software, and IT equipment for internal employees.
• Ensure compliance with company IT policies, procedures, and security protocols.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• Proven experience (2-3 years) in an IT support role, preferably in an internal helpdesk environment.
• Strong technical knowledge of Windows operating systems, hardware components, and software applications.
• Experience with troubleshooting network connectivity issues and basic network configurations.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer service to internal stakeholders.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Detail-oriented with strong problem-solving abilities.
• IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.