We are looking for a customer-focused, technically skilled, and motivated **Help Desk Specialist** to join our growing IT team. In this role, you will serve as the first point of contact for employees and customers experiencing technical issues, delivering prompt, professional, and effective support across multiple communication channels. You will troubleshoot hardware, software, networking, and system-related issues while ensuring an outstanding customer experience and minimizing downtime.

The ideal candidate is passionate about technology, enjoys solving technical problems, and thrives in a fast-paced environment. You should possess strong communication skills, excellent troubleshooting abilities, and a commitment to delivering exceptional technical support while maintaining high customer satisfaction.

What You'll Do

* Serve as the primary point of contact for technical support requests via phone, email, live chat, remote support tools, and the IT service desk ticketing system.
* Diagnose, troubleshoot, and resolve hardware, software, operating system, network, printer, and peripheral device issues.
* Install, configure, upgrade, and maintain desktops, laptops, mobile devices, printers, scanners, and other IT equipment.
* Provide support for Microsoft Windows, macOS, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, and common business applications.
* Assist users with password resets, account creation, user permissions, Active Directory management, and multi-factor authentication (MFA).
* Troubleshoot internet connectivity, Wi-Fi, VPN access, DNS, DHCP, TCP/IP, and remote desktop connectivity issues.
* Install software updates, operating system patches, security updates, and antivirus solutions while ensuring systems remain compliant with company policies.
* Document all incidents, troubleshooting steps, resolutions, and follow-up activities within the company's ticketing platform.
* Escalate complex technical issues to Tier II or Tier III support teams while maintaining ownership of the support request until resolution.
* Monitor open support tickets to ensure timely responses and compliance with Service Level Agreements (SLAs).
* Create and maintain knowledge base articles, user guides, and technical documentation to improve support efficiency and self-service resources.
* Educate users on technology best practices, cybersecurity awareness, password security, phishing prevention, and safe computing practices.
* Collaborate with Systems Administrators, Network Engineers, Cybersecurity, and Application Support teams to resolve recurring technical issues.
* Support onboarding and offboarding by preparing workstations, configuring user accounts, assigning equipment, and maintaining IT asset inventory.
* Perform routine system health checks, hardware diagnostics, and preventive maintenance to reduce technical issues and improve system performance.
* Assist with IT projects, software deployments, equipment upgrades, office relocations, and technology rollouts.
* Maintain inventory records for computers, monitors, peripherals, software licenses, and other IT assets.
* Stay informed about emerging technologies, security threats, and industry best practices to continuously improve technical support services.

Required Qualifications

* Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent work experience will also be considered.
* Minimum of **2 years** of experience in Help Desk, IT Support, Technical Support, Service Desk, or Desktop Support.
* Strong knowledge of Microsoft Windows, macOS, Microsoft 365, Outlook, Teams, and Office applications.
* Experience supporting desktop hardware, laptops, mobile devices, printers, and peripheral equipment.
* Working knowledge of Active Directory, Azure Active Directory, Microsoft Entra ID, Microsoft Intune, VPNs, DNS, DHCP, TCP/IP, Wi-Fi, and basic networking.
* Experience using ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, ConnectWise, or ManageEngine.
* Familiarity with remote support tools including TeamViewer, AnyDesk, Microsoft Remote Desktop, or BeyondTrust.
* Strong troubleshooting, analytical, and problem-solving skills.
* Excellent verbal, written, and interpersonal communication skills.
* Ability to prioritize multiple support requests while maintaining professionalism and exceptional customer service.

Preferred Qualifications

* CompTIA A+, Network+, Security+, Microsoft Certified, Google IT Support Professional, or ITIL Foundation certifications.
* Experience supporting cloud environments, Microsoft Azure, Microsoft 365 administration, or Google Workspace.
* Knowledge of endpoint management, device security, and mobile device management (MDM).
* Familiarity with cybersecurity best practices, endpoint protection, and vulnerability management.
* Experience supporting remote and hybrid work environments.
* Bilingual communication skills are an advantage.

Why Join Our Team?

* Competitive salary with annual performance reviews and bonus opportunities.
* Comprehensive medical, dental, and vision insurance.
* 401(k) retirement savings plan with company matching.
* Paid time off, paid holidays, and paid sick leave.
* Flexible remote or hybrid work opportunities where applicable.
* Paid training, certification reimbursement, and ongoing professional development.
* Clear career advancement opportunities into Systems Administration, Network Engineering, Cloud Computing, Cybersecurity, IT Operations, and IT Management.
* Access to modern technologies, enterprise software, and continuous learning resources.
* Collaborative, inclusive, and supportive work environment that values innovation, teamwork, and professional growth.
* Opportunity to make a meaningful impact by helping users stay productive while building a rewarding long-term career in information technology.