IT Helpdesk Support Specialist

About the Role

As an IT Helpdesk Support Specialist, you’ll be the primary point of contact for on-site and remote users across departments. You’ll resolve common hardware, software, and connectivity issues, guide users through fixes in plain language, and coordinate with specialized support teams when an issue needs to be escalated.

Key Responsibilities

• Respond promptly to technical i ---------- , service requests, and user inquiries. Provide clear, step-by-step guidance by phone and email .
• Troubleshoot PCs, peripherals, Windows desktop applications, networked and stand-alone printers, smartphones, and tablets.
• Diagnose basic Ethernet and IP connectivity issues using standard TCP/IP troubleshooting techniques.
• Log calls and email requests in the ticketing system, document troubleshooting steps, and manage your queue to meet established service-level agreements (SLAs).
• Escalate unresolved issues to Tier 2 or Tier 3 support and keep users informed as their tickets progress.
• Monitor system alerts using tools such as SolarWinds Orion and coordinate escalations under Global OPCON protocols during site or center outages.
• Work with technical and non-technical teams across departments while following IT, Facilities, and Helpdesk policies and procedures.
• Perform other related duties as assigned.

Qualifications

• Graduate of Information Technology or a related program.
• Strong foundation in PC and peripheral hardware, with working knowledge of Microsoft Windows and common desktop applications.
• Basic knowledge of Ethernet, TCP/IP, and IP networking, with the ability to troubleshoot common connectivity problems.
• Familiarity with troubleshooting networked and stand-alone printers, smartphones, and tablets.
• Ability to troubleshoot methodically by gathering and comparing information from multiple sources, identifying likely root causes, and testing possible solutions.
• Ability to compile, organize, and maintain accurate IT records and reports in electronic and printed formats.
• Strong verbal and written communication skills, with the ability to explain technical issues clearly and work with people at all levels of the organization.