Help Desk Specialist
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Job Location:
Laurel, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
The Help Desk Specialist will serve as the first line of support for users experiencing technical issues with hardware software and network systems. This role is responsible for diagnosing and resolving user problems documenting system requirements and assisting in the design implementation and integration of IT systems. The ideal candidate will possess strong analytical skills excellent communication abilities and a passion for delivering exceptional customer service.
The Help Desk Specialist will also participate in documentation and system improvement activities including the development of instruction manuals gathering user requirements and ensuring optimal system performance across the organization.
Primary Responsibilities
Provide technical end-user support by troubleshooting hardware software and connectivity issues.
Research and resolve user complaints and technical issues through in-depth analysis and problem-solving.
Assist with application updates revisions and configuration changes as needed.
Gather and analyze system requirements to identify improvement opportunities and user needs.
Design and document system configurations workflows and standard operating procedures.
Develop clear and user-friendly **instruction manuals** and help guides for end users.
Facilitate communication and collaboration between technical teams management and end users.
Ensure system reliability quality and performance through proactive monitoring and testing.
Manage and support system implementations integrations and upgrades.
Maintain accurate documentation of support activities in the ticketing system.
Prioritize and handle multiple support requests efficiently to meet established service-level objectives.
Minimum Qualifications
High school diploma or equivalent; Associate degree in Information Technology or related field preferred.
12 years of experience in a help desk IT support or customer service environment.
Basic understanding of computer hardware operating systems (Windows and macOS)and mobile devices.
Familiarity with Microsoft 365 email clients and basic network connectivity troubleshooting.
Strong communication problem-solving and customer service skills.
Ability to manage multiple tasks and priorities effectively.
Preferred Qualifications
Associate or Bachelors degree in Computer Science Information Technology or a related field.
35 years of experience in a help desk or technical support role.
Experience with ticketing systems such as ServiceNow Zendesk or Jira.
Familiarity with Active Directory Office 365 Administration and ITIL-based processes.
Strong technical writing and documentation skills.
Required Experience:
Manager
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
