IT Helpdesk Specialist
- Respond to end-user inquiries via phone, email, and ticketing systems.
- Diagnose and resolve hardware, software, and basic network issues.
- Escalate complex technical problems to senior IT staff as needed.
- Install, configure, and update operating systems, applications, and security patches.
- Ensure systems remain compliant with security and operational best practices.
- Onboarding: Create accounts, configure hardware, set up email, and assign access permissions.
- Offboarding: Disable accounts, revoke access, and coordinate secure equipment return.
- Document issues, resolutions, and system updates within helpdesk tools.
- Track and maintain IT hardware and software inventory.
- Provide basic user training on systems, applications, and security best practices.
- Maintain a professional, supportive, and solutions-oriented approach when working with end-users and internal teams.
- Strong working knowledge of computer hardware, Windows and macOS environments, and common applications (Microsoft 365, Entra, Atlassian Jira/Confluence).
- Familiarity with basic networking concepts (TCP/IP, Wi-Fi, VPN).
- Understanding of security protocols and ability to follow best practices for data protection.
- Strong multitasking and prioritization skills in a fast-paced environment.
- Detail-oriented problem solver with excellent communication and interpersonal abilities.
- Experience with ticketing systems (e.g., Jira Service Management, Zendesk) preferred.
- Associate's or Bachelor's degree in IT, Computer Science, or a related field preferred.
- 2–4 years of hands-on IT support or helpdesk experience.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician, ITIL) are a plus.
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