Help Desk Specialist

Job Description:

The Help Desk Support team assists co-workers, both local and remote, providing technical troubleshooting and resolution to all computer issues, software, or hardware. As a member of the team, you’ll handle issues when employees are in high-pressure scenarios and time is critical. You must be able to keep composure during these times, resolving technical concerns for your colleagues.

Responsibilities:

• Respond to requests for technical assistance (in person and via phone, email and ZenDesk ticket Support system)
• Diagnose and resolve specialized hardware and software issues.
• Install and troubleshoot end-user equipment, software, hardware, multimedia and telecommunications systems
• Provide guidance, assistance, coordination, and follow-up for end-user questions and issues
• Ability to quickly learn and cross-train other IT team members
• Recent experience with remote access and remote-control tools to support remote employees (preferably Remote desktop, MS Teams, TeamViewer)
• Good understanding of networks and experience with network hardware configuration
  
  

• At least 3 years of experience in help desk / IT support
• Excellent customer service skills
• Familiarity with hardware components (desktops, laptops)
• Experience with handling IT tasks On/offboarding processes
• IT back-end environment understanding (Active Directory, OFFICE 365, SharePoint, OneDrive)
• Excellent knowledge of Azure AD Services, Azure AD SSO, and MS Intune.
• Communication skills for interfacing with employees in a multitasking environment
• Familiarity with Video Conferencing systems
• MCSE-certified / computer technician
• Fluent in English, both written and verbal.