IT Helpdesk Specialist

Key Responsibilities

• Serve as the primary on-site point of contact for end-user workstation hardware and software updates.
• Manage and triage incoming requests through the helpdesk ticketing system, including ticket assignment, prioritization, resolution, and workflow management.
• Diagnose and resolve issues related to End User Computing technologies, including PC hardware, virtualization, Microsoft Office applications, endpoint security tools, and application performance.
• Deliver timely and effective incident resolution and escalation management, ensuring service level agreements (SLAs) are consistently met for response time, resolution, and communication.
• Support employee onboarding and offboarding activities, including system access provisioning, equipment setup, and decommissioning.
• Maintain accurate IT asset inventory records and ensure compliance with established IT policies and procedures.
• Perform laptop and desktop imaging, configuration, deployment, and ongoing support.
• Other duties may be assigned as business needs evolve.
   

Knowledge, Skills, and Abilities

• Strong expertise in supporting end-user applications and desktop hardware, with a demonstrated track record in system imaging, upgrades, and hardware repairs.
• Foundational understanding of WAN, LAN, and wireless networking technologies; experience with Aruba Networks is preferred.
• Working knowledge of Microsoft Office applications, SharePoint, and endpoint security platforms such as CrowdStrike and Mimecast.
• Excellent interpersonal and communication skills, with the ability to engage effectively with both technical and non-technical users.
• Proven ability to thrive in a fast-paced environment, manage competing priorities, and successfully resolve a high volume of support tickets.
• High level of accountability, ownership, and self-motivation, with a consistently positive and customer-focused attitude.
• Strong written and verbal communication skills, with attention to detail and professionalism.
• Ability to represent IT professionally when interacting with management, employees, vendors, and external partners.
• Collaborative team player with experience working cross-functionally and an interest in supporting third-party systems and technologies.
• Demonstrated ability to provide both internal and external customer support, including clearly explaining technical concepts to non-technical audiences.