Technical Support Specialist – Help Desk

The Technical Support Specialist – Help Desk provides first and second-tier technical support to end users across the organization. This role is responsible for identifying, researching, troubleshooting, and resolving hardware, software, and network-related issues while delivering exceptional customer service. The Specialist supports enterprise systems, maintains system integrity, and collaborates with IT team members to ensure reliable and secure technology operations. Essential Duties and Responsibilities

Other duties may be assigned.

• Identifies, researches, and resolves technical problems in a timely and professional manner.

• Responds to telephone calls, email, and personnel requests for technical support.

• Provides Tier 1 and Tier 2 technical support to end users on a variety of hardware, software, and network-related issues.

• Provides on-call support for off-duty hours issues and network problems as required.

• Tracks, monitors, and documents problems to ensure timely resolution; accurately accounts for time related to problem resolution.

• Maintains issue logs to identify recurring problems and recommend long-term solutions.

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware, and peripherals.

• Works collaboratively with IT team members to resolve Tier 3 issues, building knowledge to reduce future escalations.

• Performs Installation Qualification (IQ) and Operational Qualification (OQ) for all new PCs and laptops.

• Installs, configures, and patches PC and laptop software in accordance with validated systems procedures.

• Assists with asset tracking and software license management.

• Installs new software releases, system upgrades, and patches to enterprise and server systems.

• Identifies and resolves software-related problems.

• Supports the IT Manager and Systems Administrator with application and network infrastructure administration.

• Maintains data files and monitors system configuration to ensure data integrity.

• Implements and manages file and printer shared resources.

• Supports and maintains user account information including rights, security permissions, and system group memberships.

• Documents, maintains, upgrades, or replaces hardware and software systems.

• Assists in the configuration and deployment of new workstation and infrastructure hardware.

Qualifications Education and/or Experience

• Associate degree (A.S.) in Computer Science or related field, or current enrollment in a Bachelor's (B.S./B.A.) program in Computer Science preferred.

• 1–2 years of related experience preferred; equivalent work experience may substitute for formal education.

• Prior experience as a PC Technician or Help Desk Technician preferred.

Required Skills and Abilities

• Excellent problem-solving, communication, and interpersonal skills.

• Demonstrated commitment to high-level customer service and the ability to work effectively in a team environment.

• Strong understanding of confidentiality requirements and ethical use of administrative privileges and network access.

• Ability to handle sensitive company information with discretion and integrity.

• Familiarity with:

  • Windows Networks

  • Active Directory

  • VMware ESX

  • iSCSI SAN

  • TCP/IP Protocol

  • 802.11 wireless protocols

  • IPSEC protocol

  • VLANs

  • Wireless Networking

  • Microsoft Exchange

  • Microsoft Office products