Support Services Specialist I Help Desk

We are seeking a proactive, customer-focused IT Help Desk Technician to join our team. In this role, you will be the first point of contact for employees who need technical assistance. You'll diagnose issues, provide clear solutions, and ensure a positive user experience while supporting a wide range of systems, applications, and devices.

Key Responsibilities

Provide Exceptional Support

• Respond to user inquiries via phone, email, or ticketing system with professionalism and urgency.
• Keep users informed by clearly communicating updates, troubleshooting steps, and resolution timelines.

Troubleshoot & Resolve Technical Issues

• Evaluate and identify issues related to hardware, software, applications, or user error.
• Perform research using internal documentation and knowledge bases to resolve incidents.
• Escalate inquiries to appropriate technical teams when needed, ensuring timely follow‑up.
• Track the status of tickets and facilitate smooth handoffs between teams.
• Ensure users are notified promptly of progress and final resolution.
• Document issues and solutions to support continuous improvement.
• Collect and analyze service trends to help identify recurring issues.
• Recommend process or system improvements to enhance user experience.

Maintain and expand job knowledge by participating in training opportunities, cross-training, and IT learning.

Required Skills & Qualifications

• 2+ years of experience as a Service Desk Technician, IT Support Specialist, or similar technical support role
• Strong technical aptitude with knowledge of office productivity tools, databases, and remote‑support software
• Solid understanding of computer systems, including Windows 7/8/10, mobile devices, and common tech peripherals
• Ability to diagnose and resolve basic hardware, software, and networking issues.

Preferred Certifications

(Highly valued but not required)

• CompTIA A+
• ITIL Foundation