IT Helpdesk Support Specialist

About the role

The IT Helpdesk Support Specialist provides first‑line technical assistance to end users across desktops, laptops, mobile devices and common business applications. You will log, triage and resolve tickets while escalating more complex issues to senior staff, ensuring a smooth and responsive IT environment.

Key responsibilities

• Deliver Tier 1 (and growing Tier 2) support for hardware, software, printers and mobile devices.
• Log, triage and resolve tickets; escalate unresolved issues to Tier 2/3 with proper documentation.
• Perform installations, configurations and upgrades of hardware and software following established procedures.
• Assist with user account setup, password resets and basic permission changes in Active Directory and Microsoft 365.
• Support day‑to‑day use of Microsoft 365, Wi‑Fi, VPN client setup and peripheral issues.
• Configure mobile equipment, enroll devices in MDM and set up email/apps.
• Troubleshoot basic network equipment and forward complex problems to senior network staff.
• Help senior IT with on‑prem data‑center server tasks such as running backups and guided restores.
• Maintain ticket queues, meet SLA targets and document resolved issues.
• Support onboarding/off‑boarding, equipment imaging, asset tagging and inventory management.

Required profile

• Analytical, structured problem‑solver with clear, patient communication.
• Eager to learn and take on increasing technical responsibility.
• Good organizational skills and attention to detail in documentation.
• Team player who works well under guidance of senior IT staff.
• Customer‑focused mindset and calm demeanor under pressure.

Required skills

• Windows 10/11 troubleshooting.
• Microsoft 365 (Outlook, Teams, OneDrive) support.
• Active Directory user/account basics.
• Ticketing system usage.
• Remote‑desktop and remote‑support tools.
• Basic networking (Wi‑Fi, LAN, VPN client, switches, access points, routers).
• Hardware troubleshooting for desktops, laptops, printers and peripherals.
• Mobile device setup (iOS, Android) and MDM enrollment.
• Basic cybersecurity hygiene (phishing recognition, password practices).
• Familiarity with backup tools such as Veeam or Windows Server Backup.