Help Desk Specialist

PSFA is seeking a highly motivated and customer-focused Help Desk Specialist to join our team. As the first point of contact for technical support, you will assist users in troubleshooting hardware, software, and network issues while providing excellent customer service. The ideal candidate will possess strong problem-solving skills, a collaborative attitude, and the ability to thrive in a fast-paced environment. Key Responsibilities • Provide First-Level Support: Respond to inquiries via phone, email, chat, or in-person, addressing technical issues and resolving them promptly. • Troubleshoot Problems: Diagnose and resolve hardware, software, and network-related problems for end-users. • Document Support Requests: Log all interactions, issues, and solutions in the ticketing system, ensuring accurate and detailed records. • Escalate Complex Issues: Collaborate with higher-level technical staff or external vendors when necessary to resolve escalated issues. • User Training: Assist users in understanding basic technology functions and provide guidance on best practices. • Maintain Equipment: Set up, configure, and troubleshoot desktops, laptops, printers, and other peripheral devices. • Software Support: Assist with the installation, configuration, and troubleshooting of applications and updates. • Network Support: Provide basic support for network connectivity issues, including Wi-Fi and VPN access. • Monitor Systems: Proactively monitor systems and alerts to identify potential issues and address them before they impact users.