It Helpdesk Support Specialist

Overview

• Provide technical support to professional staff in a hybrid work environment.
• Respond to support requests via email, phone, and in-person during business and after-hours.
• Document and resolve issues using an online ticketing system.
• Collaborate with the Engineering team and subject matter experts for escalations.
• Assist with rollouts of new services, equipment, and application migrations.
• Support IT operations, including onboarding/offboarding employees and managing hardware/software inventory.
• Provide exceptional customer service while solving technical problems.
• Contribute to managing audiovisual and mobility accounts.

Key Responsibilities & Duties

• Deliver professional phone and desk-side support in a customer-facing environment.
• Manage IT Service Management tools and track asset inventory.
• Configure accounts, application access, and equipment for employees.
• Organize and execute technology setups for meetings with external parties.
• Maintain and support conference room technology and audiovisual systems.
• Provide after-hours support coverage as part of an on-call rotation.
• Identify recurring incidents and develop permanent solutions.
• Document routine procedures and provide training to employees.

Job Requirements

• Bachelor’s degree in management information systems or computer science preferred.
• 4-6 years of experience in a technical support role in a small to medium enterprise.
• Proficiency in Active Directory administration, Windows 10/11 support, and Microsoft Office suite.
• Experience with iPhone, iPad, MiFi devices, and Mobile Device Management platforms.
• Knowledge of Microsoft Exchange (O365) administration and Cisco IP Telephone System.
• Strong project management skills and ability to adapt to organizational needs.
• Relevant IT certifications such as CompTIA A+, Microsoft, or ITIL Foundation are a plus.
• Excellent communication, relationship building, and vendor management skills.