Help Desk Support Specialist

Responsibilities:

 Responds to and diagnoses problems through discussion with users.

 Ensures a timely process through which problems are controlled, including problem

recognition, research, isolation, resolution, and follow-up steps.

 Acts as lead technician by handling escalations from peers and serving as focal point for

customer concerns.

 Provides support to end users on a variety of issues.

 Identifies, researches, and resolves technical problems.

 Responds to telephone calls, emails, and personnel requests for technical support.

 Documents, tracks, and monitors requests and incidents using ITSM methods and

procedures to ensure a timely resolution.

 Provides on-site second-tier support to end users for either PC, server, or mainframe

applications or hardware.

 Interacts with network services, software systems engineering, and/or applications

development to restore service and/or identify and correct core problem.

 Simulates or recreates user problems to resolve operating difficulties.

 Recommends systems modifications to reduce user problems.

Skills:

 2-4 years installing and configuring system hardware/software in an enterprise

environment

 2- 4 yrs installing operating system Required (OS) patches and upgrades

 Expertise in supporting desktop operating systems (Windows 7,8.X, 10 Mac OSX 10.10.X)

 Bachelor’s degree in IT or related field or equivalent experience

 Experience using an endpoint management tool to provide remote support

 Strong customer service experience skills

 Experience providing administrative support in an IT environment

 Proficient time management skills Required and detail oriented organizational skills

Minimum Education/Certification Requirements:

-Bachelor’s degree in IT or related field or equivalent experience

-Preferred one of the following industry certifications: CompTIA or equivalent, Apple Certified

Support Professional, Microsoft 365 Certified: Desktop Administrator, VMware AirWatch

Associate Accreditation or equivalent, Enterprise Mobility (MDM).