IT Helpdesk Support Specialist

Major Tasks & Responsibilities

• Provide Tier 1 (and growing Tier 2) technical support for desktops, laptops, mobile devices, printers, and common business applications
• Log, triage, and resolve incoming tickets; escalate complex or unresolved issues to Tier 2/3 support in a timely, well-documented manner
• Perform routine installs, configurations, and upgrades of hardware and software under established procedures
• Assist with user account setup, password resets, and basic permission changes in Active Directory and Microsoft 365 under supervision
• Support day-to-day use of Microsoft 365, basic network connectivity (Wi-Fi, VPN client setup), and printer/peripheral issues
• Set up, configure, and provide mobile equipment (smartphones and tablets) for end users, including basic MDM enrollment and app/email configuration
• Assist with basic troubleshooting of network equipment (switches, access points, cabling, routers) and escalate more complex network issues to senior IT/network staff
• Assist the senior IT team with routine on-prem data center server tasks, in particular running and monitoring scheduled backups and performing guided restore operations
• Keep ticket queues updated and strive to meet response-time targets and SLA guidelines
• Document resolved issues and contribute to the team's knowledge base articles
• Support onboarding/offboarding tasks and basic equipment deployment (imaging, setup, asset tagging)
• Maintain accurate records in the IT asset inventory, including mobile devices and network hardware
• Deliver friendly, patient, and professional customer service to all end users

Personal Characteristics

• Analytical and structured approach to problem solving
• Clear, patient, and friendly communication with non-technical end users
• Eagerness to learn and take on increasing technical responsibility over time
• Good organizational skills and attention to detail in documentation
• Ability to follow established procedures and know when to escalate
• Team player who works well under the guidance of more senior IT staff
• Customer-focused mindset and calm demeanor under pressure

Position Requirements

• Vocational/technical diploma, associate degree, or equivalent in Information Technology, Computer Science, or a related field — or actively pursuing one
• A relevant IT certification can substitute for part of the formal education requirement
• 2–4 years of experience in IT support, a technical help desk, or a related customer-facing technical role
• Exposure to a ticketing system and a Windows-based office environment is a plus; enterprise experience is not required
• Basic Windows troubleshooting (10/11) and common productivity software
• Familiarity with Microsoft 365 from an end-user support perspective (Outlook, Teams, OneDrive)
• Basic understanding of user/computer accounts in Active Directory (guided, not independent administration)
• Basic networking awareness: connecting devices to Wi-Fi/LAN, recognizing common connectivity issues, VPN client setup
• Comfortable using a ticketing system and remote-support/remote-desktop tools
• General hardware troubleshooting (desktops, laptops, printers, peripherals)
• Basic cybersecurity hygiene awareness (phishing recognition, password practices)
• Mobile device setup and configuration (iOS/Android smartphones and tablets): provisioning, basic MDM enrollment, email/app configuration, and troubleshooting common issues
• Basic network equipment familiarity: identifying and reporting issues with switches, access points, and cabling; comfortable following guided steps to reboot/reconfigure basic network devices
• Willingness and aptitude to learn on-prem server basics, in particular running scheduled backup jobs and performing restore operations under supervision (e.g., Veeam, Windows Server Backup, or the organization's chosen tool) — prior hands-on experience is a plus