Help Desk Support Specialist

Overview:

The IT Support Specialist/ Help Desk Support Specialist is responsible for providing technical support across hardware, software, and systems for employees. This role coordinates IT service delivery and collaborates with cross-functional teams to ensure seamless IT operations. The individual will serve as a key point of contact for escalated incidents, working both independently and collaboratively to resolve IT-related issues efficiently.

Key Responsibilities:

• Resolve advanced technical issues escalated from Level 1 Service Desk.
• Provide guidance and support to Level 1 Service Desk team members as needed.
• Monitor and track ongoing issues to ensure timely responses and resolutions.
• Address and escalate IT requests related to custom applications, ensuring thorough follow-through.
• Serve as a backup for the internal support team, staying knowledgeable on all IT solutions.
• Inspire and motivate teams and stakeholders to take action without direct authority.
• Regularly update management and relevant functional areas on unresolved requests and system outages.
• Act as a liaison between end users, technical support staff, and IT management.
• Perform software installations, data backups, and recovery for end users.
• Lead and assist in projects involving new technologies and applications.
• Create and maintain knowledgebase articles to facilitate better support.
• Other tasks as assigned by management.

Qualifications:

Education and Experience:

• Associate Degree or equivalent experience in a related field (preferred).
• At least 2 years of experience in customer support, with proven skills in desktop support, technical troubleshooting, and user training.
• Relevant certifications like Net , CCNA Collab, CCNE, HDI, or ITIL are a plus.
• Proficiency in Active Directory, remote desktop tools, and ticketing systems.
• Hands-on experience with Microsoft Office products, Outlook, Microsoft Windows 10, and Office 365.
• Familiarity with communication platforms such as RingCentral and NICE InContact is advantageous.

Knowledge, Skills, and Abilities:

• In-depth knowledge of the software, hardware, systems, and applications used by employees.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to communicate effectively with all levels of employees, including executives.
• Skilled in managing multiple tasks and projects simultaneously.
• Strong technical, analytical, and critical thinking abilities.