IT Help Desk Specialist

POSITION DESCRIPTION: The IT Help Desk Specialist position will be a key support role to the IT team by providing timely and efficient technical assistance on computer systems. The position serves as the first point of contact for employees seeking technical assistance over the phone, in-person, or email.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Serve as the first point of contact for employees seeking technical assistance over the phone, in-person, or email

· Perform troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details

· Walk the employees through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on IT products or services

· Record events and problems and their resolution

· Pass on any feedback or suggestions by employees to the appropriate internal team

· Identify and suggest possible improvements on procedures

QUALIFICATIONS:

· High School Diploma

· 1-2 years of proven IT Help Desk experience or other related experience

· Microsoft environment experience

· Excellent verbal and written communication skills

· Attention to detail

· Strong Analytical Skills

· Ability to diagnose and resolve basic technical issues