The IT Help Desk Support Specialist provides first-line technical support to employees across the organization. This Tier 1 role is responsible for troubleshooting common hardware, software, account, and platform issues, including Salesforce, Outlook, Microsoft 365, and other business applications. The ideal candidate is patient, organized, service-oriented, and able to quickly identify issues, resolve basic problems, and escalate more complex technical requests when needed.
Key Responsibilities
- Provide Tier 1 technical support to employees through email, chat, phone, or ticketing systems.
- Troubleshoot common computer, hardware, software, and connectivity issues.
- Support users with Salesforce and other business applications, including basic access, navigation, and troubleshooting.
- Assist with Outlook and Microsoft 365 issues, including email, calendar, passwords, permissions, and basic account troubleshooting.
- Support employee onboarding and offboarding by assisting with account setup, access, equipment, and system permissions.
- Troubleshoot issues with laptops, monitors, printers, headsets, peripherals, and other standard workplace technology.
- Assist users with password resets, account access, MFA, and basic authentication issues.
- Document issues, troubleshooting steps, and resolutions accurately in the help desk/ticketing system.
- Identify issues that require escalation and provide clear documentation to Tier 2 or specialized IT teams.
- Follow up with employees to ensure issues are resolved and users are able to return to work.
- Maintain knowledge of company systems, applications, and standard troubleshooting procedures.
- Help maintain internal IT documentation, guides, and knowledge-base resources.
- Identify recurring technical issues and communicate trends or potential improvements to the IT team.
- Provide a professional, patient, and customer-focused support experience to all employees.
