IT Helpdesk Specialist

About the role

The IT Helpdesk Specialist provides frontline technical support to end‑users, handling hardware, software and network issues while maintaining documentation and service quality. Reporting to the Director of IT, the role is ideal for candidates with at least one year of hands‑on support experience who enjoy problem‑solving and clear communication.

Key responsibilities

• Respond to help‑desk tickets via phone, email or chat and resolve issues within SLA.
• Troubleshoot hardware, software and network problems to identify root causes.
• Install, configure and repair workstations, laptops, printers and peripherals.
• Assist with OS deployments, updates and patch management.
• Maintain inventory of hardware, software licenses and asset tags.
• Create, modify and deactivate user accounts, manage password resets and enforce security policies.
• Support VPN, remote access and multi‑factor authentication setups.
• Develop and maintain knowledge‑base articles, FAQs and SOPs.
• Monitor help‑desk queues, prioritize requests and assist with IT project tasks.
• Follow security best practices and report suspicious activity.

Required profile

• 1+ year of hands‑on IT help‑desk or desktop‑support experience.
• Associate degree in IT, Computer Science or related field, or equivalent experience.
• Strong customer‑service orientation and communication skills.
• Preferred certifications: CompTIA A+, Network+, Microsoft Fundamentals (MS‑900) or similar.

Required skills

• Proficiency with Windows and/or macOS operating systems.
• Experience with Microsoft 365, email clients and collaboration tools.
• Basic networking knowledge (DNS, DHCP, Wi‑Fi).
• Printer troubleshooting.
• Ticketing systems such as ServiceNow, Jira Service Management or Freshdesk.
• Remote support tools.
• Active Directory user provisioning (nice‑to‑have).
• Scripting basics in PowerShell or Bash (nice‑to‑have).
• Familiarity with endpoint protection, data backup and ITIL/ITSM concepts.