The IT Help Desk Specialist will provide technical assistance and support related to computer systems, hardware, or software. The Help Desk Specialist will respond to client requests, isolate problems, and determine and implement solutions. Additionally, this individual will manage software support applications as well as various helpdesk ticket tasks and customer support.

Essential Duties and Responsibilities:

Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware.
Respond to customer service requests either in person or over the phone.
Train end users and other IT employees.
Maintain daily performance of computer systems.
Ability to troubleshoot problems in order to provide solutions.
Install, modify, and repair computer hardware and software.
Run diagnostic programs to resolve problems.
Help Tier 3 to resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Build and deploy computers for users and new employees.
Ability and flexibility required as part of the "on-call" team and schedule.
Other duties as assigned.

Required Qualifications:

Strong knowledge of Microsoft-based operating systems with emphasis on Windows 10 and all Office versions.
Experience with Active Directory.
Excellent communication skills and telephone etiquette.
Strong organizational skills.
Detail-oriented with the ability to multitask.
Previous experience in an IT Service Desk role.
Incident management experience — managing incidents including business expectations and communication while maintaining SLA compliance.
Ability to work closely with others in a team environment yet also highly motivated with an ability to work independently.
After-hours support as requested.

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IT Helpdesk Specialist