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. - 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