Help Desk Specialist

Overview

• Provide technical support to employees, ensuring smooth technology operations across Mac and Windows environments.
• Serve as the first point of contact for IT support requests, resolving Tier 1 issues efficiently.
• Log, track, and resolve IT tickets using ITSM platforms, maintaining accurate documentation.
• Support onboarding and offboarding processes, including device setup and account provisioning.
• Assist with MDM platform administration, device enrollment, and configuration tasks.
• Provide AV and conferencing technology setup and troubleshooting in meeting rooms.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Support technology rollouts, equipment procurement, and asset inventory management.
• Occasionally provide after-hours and weekend support to minimize business disruptions.

Key Responsibilities & Duties

• Resolve Tier 1 hardware, software, and connectivity issues across Mac and Windows environments.
• Log and track IT support tickets using ITSM platforms like ServiceNow or Jira.
• Assist with device setup, account provisioning, and equipment tracking during onboarding/offboarding.
• Administer MDM platforms for device enrollment and basic configurations.
• Support AV technology setup and troubleshooting in meeting rooms and common areas.
• Create and maintain IT documentation and knowledge base articles.
• Collaborate on technology rollouts, equipment procurement, and inventory management.
• Escalate unresolved issues to senior IT staff with clear documentation.
• Provide occasional after-hours and weekend support as needed.

Job Requirements

• Bachelor's degree in IT, Computer Science, or related field preferred.
• 2+ years in helpdesk, desktop support, or IT support roles.
• Hands-on experience with macOS and Windows in professional settings.
• Familiarity with Microsoft 365 and Azure Active Directory tasks.
• Exposure to ITSM tools like ServiceNow or Jira Service Management.
• Basic understanding of MDM concepts; experience with Jamf or AirWatch preferred.
• Strong communication skills with a customer-first attitude.
• CompTIA A+ or similar certification is a plus.
• Ability to provide occasional after-hours and weekend support.