Help Desk Specialist

Overview

• Provide technical support to employees across multiple office locations, ensuring smooth and reliable technology experiences.
• Act as the first point of contact for IT support requests, resolving issues efficiently and effectively.
• Support onboarding and offboarding processes, including device setup and account provisioning.
• Assist with MDM platform administration, including device enrollment and configuration tasks.
• Collaborate with the IT team on technology rollouts, equipment procurement, and inventory management.
• Provide occasional after-hours and weekend support to minimize business disruptions.
• Contribute to IT documentation and knowledge base articles to enhance team consistency and self-service.
• Support AV and conferencing technology setup and troubleshooting in meeting rooms and common areas.

Key Responsibilities & Duties

• Log, track, and resolve IT support tickets using ITSM platforms like ServiceNow or Jira.
• Assist with device setup, account provisioning, and equipment tracking for new and departing employees.
• Administer MDM platforms such as Jamf and AirWatch for device management and configuration.
• Escalate unresolved issues to senior IT staff with detailed documentation and context.
• Support AV and conferencing technology setup and troubleshooting in office environments.
• Contribute to IT documentation and knowledge base articles for team consistency.
• Assist with technology rollouts, equipment procurement, and asset inventory management.
• Provide occasional after-hours support to address urgent technical issues.

Job Requirements

• Bachelor's degree in IT, Computer Science, or related field preferred; equivalent experience considered.
• 7+ years of experience in IT support roles; strong internship or lab experience considered.
• Hands-on experience with macOS and Windows in professional environments.
• Familiarity with Microsoft 365 and basic Azure Active Directory tasks.
• Exposure to ITSM tools such as 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.