IT Help Desk Specialist

Job Title: IT Help Desk Specialist
Department: Information Technology
Reports To: IT Manager
Location: Traverse City, MI, or up to 1 hour away

Only apply if you are within 1 hour from Traverse City, MI

Position Summary

The Help Desk Specialist is responsible for providing technical support and assistance to end-users within the organization. This role focuses on troubleshooting hardware, software, and network-related issues, ensuring quick and efficient resolutions. By delivering excellent customer service and leveraging technical expertise, the Help Desk Specialist enhances overall IT functionality and user satisfaction.

Major Duties and Responsibilities

Technical Support

• Respond to user inquiries via phone, email, or ticketing system in a timely manner.

• Diagnose and resolve hardware, software, and network-related issues.

• Guide users through step-by-step troubleshooting processes.

• Escalate complex technical issues to higher-level support teams when necessary.

• Maintain detailed records of reported issues and resolutions in the ticketing system.

System Maintenance and Upkeep

• Assist with the installation, configuration, and updating of software and operating systems.

• Perform routine maintenance and updates on IT equipment.

• Support user account management, including password resets and access permissions.

• Ensure security protocols and company IT policies are adhered to.

User Training and Documentation

• Provide training and guidance to users on IT tools and best practices.

• Develop and update technical documentation, including FAQs and troubleshooting guides.

• Assist with onboarding new employees by setting up IT equipment and credentials.

Collaboration and Communication

• Work closely with IT teams to improve support processes and efficiency.

• Communicate clearly and professionally with users of varying technical expertise.

• Participate in team meetings and contribute to IT improvement initiatives.

Qualifications and Competencies

Skills and Attributes

• Strong problem-solving and analytical skills.

• Excellent verbal and written communication abilities.

• Customer service-oriented with a focus on user satisfaction.

• Ability to work independently and as part of a team.

• Knowledge of Windows, MacOS, and common enterprise applications.

• Experience with troubleshooting hardware, software, and network issues.

Requirements

• 2 years of experience in a help desk or IT support role.

• Familiarity with ticketing systems and remote support tools.

• Basic networking knowledge (TCP/IP, VPN, Wi-Fi troubleshooting).

• Associate or Bachelor's degree in IT, Computer Science, or a related field preferred.

Work Environment

The Help Desk Specialist operates in a dynamic IT environment, providing support to a diverse user base. The role may require occasional after-hours support and participation in on-call rotations.

This position plays a critical role in maintaining the company's IT infrastructure and ensuring users have the necessary tools to perform their jobs efficiently.