IT Helpdesk Support Specialist

Job Description

The IT Helpdesk Support Specialist is responsible for managing the helpdesk ticketing system and providing user support. A large part of this role is navigating user issues and troubleshooting solutions to resolve tickets.

Roles and Responsibilities

• Being the first point of contact for all incoming IT Helpdesk tickets
• Being the first to answer the IT Helpdesk phone for incoming support calls
• Being personable, friendly, and approachable for all IT issues
• Working with other IT personnel to solve issues
• Troubleshooting PC, Printer, Scanner, and IT issues
• Helping to maintain a detailed and up-to-date hardware/software asset inventory
• Helping to maintain a clean server room and IT inventory room
• laptop/desktop deployment
• Printer / fax / scanner deployments
• Help with new hardware and software installs
• User support and training
• Helping to perform preventive maintenance on all desktops and PCs
• Minor Windows/Linux server tasks in line with abilities
• iPhone/ Android wireless devices support
• Windows 11 application support
• Office 365 support and training
• VPN account setup and support
• AntiVirus management and support
• Participate in IT department projects and initiatives
• Other duties as assigned

Minimum Qualifications

• Associate’s or Bachelor's degree in a related field or relevant certifications (CCNA, MCSA, etc.) a plus
• Previous experience working with computers and IT technologies a plus
• Previous IT internship experience a plus

Physical Requirements

• Work at a computer for extended periods of time
• Move about the office to access office machinery, cabinets, etc.
• Operate a computer and other office machinery
• Communicates frequently over the phone (headsets provided)
• Occasionally climb ladders to access computer machinery
• Kneel or crouch under desks to access computer machinery
• Regularly moves IT equipment weighing up to 50lbs