IT Help Desk Specialist

The IT Help Desk Specialist serves as the first point of contact for technical support, diagnosing and resolving hardware and software issues while assisting with computer networking and IT infrastructure to maintain smooth daily operations.

Role Overview

This position focuses on delivering front-line assistance to users, handling a range of technical problems, and supporting Windows, macOS and other operating systems, along with essential network and server-related tasks to keep systems available and secure.

Responsibilities

• Provide prompt technical support to users, ensuring swift resolution of hardware and software issues.
• Troubleshoot operating system problems on Windows and macOS, including application errors and configuration challenges.
• Oversee computer hardware management across desktops, laptops, mobile devices, printers, and peripherals to sustain optimal performance.
• Assist with networking tasks such as configuring LAN/WAN connections, DNS settings, TCP/IP, VPN access, firewalls, and network security measures including Meraki appliances.
• Support Active Directory administration, GPOs, SCCM, and Windows Server environments for user provisioning and permission management.
• Use ITSM platforms like ServiceNow and BMC Remedy to document incidents, track requests, and escalate issues as needed.
• Analyze recurrent problems to identify root causes and propose improvements to enhance IT infrastructure stability.

Requirements

• Minimum of 1 year of proven help desk or desktop support experience in a fast-paced environment.
• Education includes a high school diploma or equivalent.
• Strong familiarity with operating systems such as Windows 10/11, macOS, and Linux distributions; solid knowledge of the Microsoft Office suite.
• Hands-on experience with hardware troubleshooting and management of mobile devices.
• Solid understanding of networking concepts, including LAN/WAN, TCP/IP, DNS configuration, VPNs, and firewalls (with exposure to Meraki) and related administration tools.
• Experience supporting enterprise IT environments with Active Directory, Group Policy (GPO), Windows Server administration, and standard network security practices.
• Familiarity with remote management tools such as SCCM or Jamf for device deployment and updates.
• Excellent communication skills with a customer-focused approach and professional demeanor.
• Proficiency in English and Spanish is required.

Technologies

• Windows 10/11
• macOS
• Linux distributions
• Microsoft Office
• Active Directory
• Group Policy (GPO)
• SCCM (System Center Configuration Manager)
• Windows Server
• Jamf
• ServiceNow
• BMC Remedy
• Meraki

Shift Availability

Night Shift is required for this role.

Commute

Preference for candidates located in or able to commute to Ellabell, GA 31308.

Work Location

On site, in person at Ellabell, Georgia.