About this role
Summary The Help Desk Specialist provides Tier 1 onsite technical support, resolving hardware, software, and peripheral issues for clients. This role serves as a primary point of contact, ensuring timely issue resolution, clear communication, and high client satisfaction.
Key Responsibilities
Deliver onsite technical support for desktops, applications, and peripherals. Maintain regular onsite support for assigned clients. Troubleshoot issues, manage tickets, and document resolutions in real time. Build strong client relationships and understand client environments. Ensure systems are maintained in line with SLAs and internal procedures. Perform routine system checks and collaborate on proactive improvements. Communicate effectively with clients and manage expectations. Contribute to documentation and continuous process improvements. Perform additional duties as needed.
Required Skills & Knowledge
Basic IT knowledge (Windows/macOS, networking, Active Directory, Microsoft 365). Familiarity with LAN/WAN, wireless, and endpoint troubleshooting. Strong problem-solving, time management, and organizational skills. Excellent communication and customer service abilities. Attention to detail in documentation and ticket management.
Qualifications
Associate’s degree in IT or related field (or equivalent experience). 1–3 years of IT support experience. Certifications (e.g., CompTIA A+, Network+, Security+) preferred.