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IT Help Desk Support Specialist

IT Help Desk Support Specialist

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Information Technology

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The IT Support Specialist provides technical support to system users and customer support staff. Evaluates user needs, defines technical problems, and works with engineering/development staff to determine solutions. Assists customer in implementing solutions. Performs ongoing activities to maintain and enhance overall system performance. Works on projects/matters of limited complexity in a support role.

Essential Duties & Responsibilities

  • Install, configure, test, maintain, monitor, and troubleshoot end user workstations/laptops/tablets and related hardware and software within defined service level agreements.
  • Collaborate with server and network team to ensure efficient operation of the company’s desktop computing environment.
  • Receive and respond to incoming tickets, calls, and/or e-mails regarding problems.
  • Answer to and perform moves, adds, and changes requests as directed.
  • Ensure that physical desktop/laptops/tablets and cell phones are in proper working order.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring operations.
  • Assist in maintaining an inventory of all technology assets.
  • Accurately document instances of desktop/laptop equipment or component failure, repair, installation, and removal.
  • Maintain printer, copier and fax machines.
  • Coordinate with remote sites and third parties for testing and conducting video and audio conferences.
  • If necessary, liaise with third party support and PC equipment vendors.
  • Perform related duties as assigned or as the situtation dictates 


  • Excellent technical knowledge of desktops, laptops, printers, and mobile computing devices (smart phones, tablets, etc.). 
  • Hands on hardware troubleshooting and installation experience.
  • Working technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 10, Microsoft Windows 7, VPN, TCP/IP, and VM-Ware  
  • Expert working knowledge of Microsoft Office software components including Office 365.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into PC hardware and software issues and products as required.
  • Effective interpersonal skills and relationship building skills.
  • Strong customer service orientation.


  • High school diploma required, Associates degree in an IT related discipline preferred.
  • 2+ years of relevant work experience required.
  • A+ certification or Microsoft certification is a plus