Help Desk Specialist

Key Responsibilities:

• Provide technical support to end users via phone, remote tools, and on-site assistance.
• Install, configure, and troubleshoot desktops, laptops, printers, and peripheral equipment.
• Support Microsoft environments including Windows OS, Microsoft 365, Outlook, Teams, and Active Directory / Entra ID administration.
• Manage service requests and incidents through the IT ticketing system while meeting SLA targets and escalating complex issues when required.
• Support endpoint configuration, software deployment, and workstation preparation for onboarding and offboarding processes.
• Assist in maintaining IT asset inventory and document troubleshooting procedures and solutions.
• Provide support during off-hours or weekends when required.

Requirements:

• Minimum of 3 years of experience in Help Desk / IT Support roles in an enterprise environment.
• Strong hands-on experience with Windows 10/11, Microsoft 365, and Active Directory / Entra ID administration.
• Experience troubleshooting hardware, operating systems, and enterprise applications.
• Good understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience working with ticketing systems and service management processes (SLA / escalation).
• Strong service orientation, communication skills, and the ability to manage multiple tasks under pressure.
• Availability to work beyond standard hours when needed.

Advantages:

• Relevant IT certifications
• Experience with endpoint management tools such as Microsoft Intune / Endpoint Manager / SCCM.
• Experience supporting enterprise environments (200+ users).
• PowerShell & Scripting skills .