Help Desk Specialist

Job Overview
As a highly skilled Service Desk Technician, you will play a pivotal role in delivering exceptional IT support to our clients. This dynamic position involves spending 75% of your time at key customer sites, providing top-notch help desk and deskside assistance. Your expertise will be instrumental in resolving user issues, troubleshooting hardware and software problems, and maintaining a positive user experience.

Key Responsibilities

• Provide first-level support, responding to and resolving user-reported issues promptly and efficiently.
• Offer deskside assistance at the customer's location, addressing hardware and software problems to ensure uninterrupted workflow.
• Collaborate with end-users to troubleshoot and diagnose technical problems, guiding them through effective problem resolution.
• Log, track, and prioritize service desk tickets in a timely manner, maintaining accurate records of issue resolution and escalation processes.
• Conduct routine maintenance activities, including system updates, patches, and software installations to enhance overall system performance.
• Act as a liaison between end-users and Tier 2 support teams, ensuring smooth communication and quick resolution of complex issues.

Requirements

• Professional IT certifications (at least one), such as MCP, CompTIA Network , or ITIL v4 Foundations.
• 2 years of help desk or service desk experience.
• Demonstrated expertise in Microsoft 365 applications, including proficiency in troubleshooting and configuring Outlook, Word, Excel, and Teams for optimal user experience.
• Solid understanding of Windows desktop operating systems, with the ability to troubleshoot and resolve hardware and software issues efficiently.