What are the responsibilities and job description for the Help Desk Specialist / IT Support Technician position at MJ Boyd Consulting?
Job Summary
Our client is looking for a Help Desk Specialist to provide technical support and assistance to employees or customers. The ideal candidate will have strong problem-solving skills, excellent communication, and the ability to troubleshoot various hardware, software, and network issues.
Key Responsibilities
✔ Provide Tier 1 & 2 Technical Support
- Respond to IT support requests via email, phone, or ticketing system
- Diagnose and resolve hardware, software, and network issues
- Escalate complex problems to higher-tier IT support when necessary
✔ Manage IT Assets & Systems
- Install, configure, and update software and hardware
- Maintain user accounts, access control, and permissions (Active Directory, Google Workspace, etc.)
- Ensure proper documentation of technical issues and resolutions
✔ Support Cloud & SaaS Applications
- Assist users with Office 365, Google Workspace, and other productivity tools
- Troubleshoot VPN, remote desktop, and cloud-based applications
✔ Security & Compliance
- Educate users on best practices for IT security
- Support data backup and recovery processes
- Monitor and report potential security threats
Required Skills & Qualifications
Education:
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
- Language: English & Spanish
Technical Skills:
- Experience with Windows, macOS, and Linux troubleshooting
- Knowledge of networking (DNS, DHCP, VPN, TCP/IP)
- Familiarity with ticketing systems (Jira, ServiceNow, Zendesk)
- Basic scripting (PowerShell, Bash) is a plus
Soft Skills:
- Strong problem-solving and multitasking abilities
- Excellent communication skills for non-technical user
- Ability to work in a fast-paced environment
Preferred Qualifications (Nice to Have)
- IT certifications (CompTIA A , ITIL, Microsoft Certified: Modern Desktop Administrator)
- Experience with enterprise security tools (firewall, antivirus, endpoint protection)
- Previous experience in a customer-facing IT support role.
