Help Desk Specialist

Help Desk Technical 1 serves as the first point of contact for staff technology needs and resolves issues through a ticketing-first workflow.

Responsibilities

• Act as the first point of contact for technical issues via phone, email, ticket, walk-up, and Teams
• Log problems and resolution steps in the helpdesk system
• Follow up with users to confirm fixes and collect feedback
• Provide basic training for new users on computer best practices and core tools
• Maintain and update standard operating procedures, including how-to guides and knowledge base articles for common fixes
• Diagnose and repair hardware on Dell laptops, Lenovo laptops, Macs, and iPads
• Configure, modify, and repair computer hardware, software, and peripherals
• Troubleshoot printers in PrinterLogic, including drivers, network connections, print queues, and scanning
• Deliver first-line support for business applications: Adobe Acrobat, Microsoft 365 Apps for enterprise, BuzzBid, and MeasureSquare (installation, user access, and upgrades)
• Use GoTo Resolve for routine cleanup, updates, and device maintenance
• Onboard new employees: create accounts in Active Directory or Microsoft Entra ID, assign Microsoft 365 licenses and groups, and enroll/set up devices through Intune
• Offboard departing employees: disable accounts, remove licenses and access, convert or forward mailboxes as needed, coordinate with management, and reset devices as required
• Prepare, image, and deploy new equipment, and keep hardware inventory up to date

Requirements

• 1+ year of hands-on IT support experience (including internships, part-time work, or school projects)
• Strong troubleshooting skills for Windows laptops and desktops
• Basic networking troubleshooting for Wi-Fi, ISP, IP, and DNS
• Basic end-user familiarity with Microsoft 365 services: Outlook, Teams, OneDrive, SharePoint
• Clear, patient communication with non-technical users in person and over the phone
• Ability to document accurately in a ticketing system and follow issues through to closure in a timely manner

Technology Stack

• Ticketing system, Teams
• Active Directory, Microsoft Entra ID, Microsoft 365, Intune
• PrinterLogic, GoTo Resolve
• Dell laptops, Lenovo laptops, macOS, iPadOS
• Adobe Acrobat, Microsoft 365 Apps for enterprise, BuzzBid, MeasureSquare
• Outlook, OneDrive, SharePoint

Preferred Qualifications

• Hands-on experience with Microsoft Entra ID, the Microsoft 365 admin center, and Intune (user creation, licensing, device enrollment, compliance policy troubleshooting, Fresh start)
• Experience supporting macOS and iPadOS, including Workspace One, Apple Store Purchasing, Managed Apple Accounts, and Apple Business Manager
• Experience with ISPs, network monitoring, or handling outage alerts
• Associate or Bachelor’s Degree in Information Technology or a related field
• Relevant certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or Google IT Support Professional Certificate