IT Helpdesk Specialist (53840) - Full-time

POSITION SUMMARY

The IT Helpdesk Specialist provides frontline technical support for employees across the organization. This role serves as the primary point of contact for technology-related issues including hardware, software, email, phone systems, and security access. The position ensures timely resolution of technical issues while delivering excellent customer service and escalating complex problems to appropriate IT team members when necessary.

DUTIES AND RESPONSIBILITIES

· Monitor and manage the IT ticketing system, ensuring timely responses and resolution of user requests.

· Provide first-level technical support for hardware, software, email, and system access issues.

· Escalate complex issues to appropriate members of the IT team when necessary.

· Perform helpdesk support tasks including password resets, printer installation, and file server access management.

· Manage new user setup and maintain user accounts across multiple systems (Active Directory, Zoom, etc.).

· Support end-user hardware including laptops, desktops, and peripherals.

· Assist with purchase requests for IT equipment and supplies.

· Install, configure, and maintain various software applications used across the organization.

· Provide support for Microsoft Office and Microsoft 365 applications.

· Support and troubleshoot Zoom Phone systems and related communication tools.

JOB REQUIREMENTS / EXPECTATIONS

· Provide efficient responses to helpdesk tickets, email, and phone requests.

· Support user accounts across multiple systems, including Active Directory and enterprise applications.

· Evaluate reported issues and escalate problems when appropriate.

· Travel occasionally to other LifeSkills locations to support users when needed.

· Maintain clear and professional communication with employees and leadership.

· Demonstrate strong attention to detail and commitment to high-quality customer support.

· Maintain strict confidentiality of company, client, and employee information in accordance with organizational policies and data protection standards.