Job Description
IT Help Desk Support Specialist
locations Remote
time type Full time
job requisition id R3585
We are a Firm where people truly believe in what they do and strive to achieve the highest standards of performance and success.
Description:
The IT Help Desk Support Specialist will Provide courteous, professional customer service and technical assistance, as well as assist the user community and other IT personnel to troubleshoot, maintain and resolve computer hardware and software issues.
Key Responsibilities Include:
- Provide telephone and email support for all corporate users of computer software, hardware, peripherals and networks
- Grant access, change, and reset passwords
- Learn all internal business applications and provide general PC/network support (1st Level) and general application support to a distributed user base
- Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems
- Identify, troubleshoot, resolve and escalate issues related to computer hardware, software, and related equipment installation and configuration
- Log all calls and activities accurately in a ticket tracking system
- May perform 2nd level support, which includes user onboarding & offboarding, and the activation, deactivation, and editing of Active Directory accounts
- Process requests for remote and mailbox access by following defined firm protocols, which includes securing and appropriately documenting approvals for said access
- Special projects and additional duties as assigned.
Qualifications:
- 3-5 years’ experience performing level one help desk support working as part of a corporate help desk/IT team
- Basic Technical Certification (A+, networking, MCP, etc.)
- Strong customer service, can-do attitude, with good follow-through skills
- Keen interest and ability to learn new software and hardware, advanced knowledge of computer hardware and software, including Microsoft Office; experience with a variety of platforms and systems, including MS Windows 10 and Apple (MAC) are preferred
- Possess proven analytical and problem solving skills
- Work well with others in a team environment requiring minimal supervision
- Excellent written and verbal communication skills
Minimum Education:
- Bachelor’s degree