Overview
We are seeking a hands-on Help Desk / Desktop Support Specialist to join our IT team as an embedded resource supporting end users across the organization. This role is ideal for a self-starter who can quickly learn a new environment, troubleshoot independently, and provide excellent customer service without requiring constant oversight.
This individual will be the go-to resource for desktop issues, user support, and day-to-day technical troubleshooting while working closely with our existing IT staff.
Key Responsibilities
* Provide day-to-day desktop and help desk support for end users
* Troubleshoot hardware, software, printer, network, and connectivity issues
* Support Microsoft Windows environments and Microsoft 365 applications (Outlook, Teams, OneDrive, etc.)
* Perform user account management in Active Directory (new users, resets, permissions, access issues)
* Diagnose and resolve profile, login, and shared drive access problems
* Image, configure, and deploy laptops and desktops
* Document work and update tickets in the ticketing system
* Prioritize and manage multiple support requests effectively
* Escalate issues appropriately when necessary
* Deliver clear, professional communication to non-technical users
* Proactively identify recurring issues and recommend improvements
Required Skills & Experience
* 4+ years of hands-on Help Desk or Desktop Support experience
* Strong troubleshooting skills across Windows OS, printers, and network connectivity
* Experience with Active Directory user management
* Experience supporting Microsoft 365 (Outlook, Teams, OneDrive)
* Familiarity with ticketing systems ServiceNow.
* Ability to work independently with minimal direction
* Strong customer service and communication skills
* Ability to quickly learn a new IT environment
Preferred Experience
* Experience imaging and deploying devices
* Basic understanding of networking concepts (IP, DNS, Wi-Fi, VPN)
* Experience working as part of an internal IT team
* Knowledge of profile troubleshooting and shared drive permissions