IT Support Specialist (Help Desk)

• →Serve as the first point of contact for technical support requests through phone, email, and the help desk ticketing system.
• →Troubleshoot issues involving desktops, laptops, monitors, printers, scanners, phones, and other office equipment.
• →Support Windows operating systems and Microsoft 365 applications, including Outlook, Teams, Word, and Excel.
• →Diagnose basic network, Wi-Fi, internet connectivity, and VPN issues; escalate more complex problems as needed.
• →Install, configure, update, and maintain approved hardware and software.
• →Assist with employee onboarding by preparing equipment, configuring user accounts, and confirming access to required systems.
• →Support employee offboarding by restricting access and coordinating equipment recovery according to established procedures.
• →Handle password resets, multifactor authentication support, and approved access requests.
• →Provide remote technical assistance to branch employees and coordinate on-site support when necessary.
• →Document support requests, troubleshooting steps, and resolutions accurately in the ticketing system.
• →Prioritize requests by urgency and business impact, and keep employees informed of progress.
• →Escalate unresolved issues to the appropriate IT team member or vendor and follow through to resolution.
• →Maintain equipment inventory, assignment records, and support documentation.
• →Help employees understand basic technology practices and recognize potential security concerns.
• →Follow company procedures for protecting employee, candidate, and client information.
• →Assist with technology rollouts, equipment replacements, and other IT projects.

• High school diploma or equivalent.
• At least one year of experience in IT help desk, desktop support, or a similar technical support role.
• Working knowledge of Windows operating systems, Microsoft 365, and common office hardware.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN connectivity.
• Experience troubleshooting technical issues and clearly explaining solutions to nontechnical users.
• Strong customer service, communication, and organizational skills.
• Ability to manage multiple support requests in a fast-paced environment.
• Strong attention to detail and discretion when handling confidential information.
• Ability to work independently and collaborate with a broader IT team.

• Associate degree or technical training in information technology, computer science, or a related field.
• CompTIA A+, Network+, or relevant Microsoft certification.
• Experience with Active Directory or Microsoft Entra ID.
• Familiarity with ticketing systems, remote support tools, and endpoint management platforms.
• Experience supporting employees across multiple office locations.
• Exposure to staffing, recruiting, applicant tracking, or other business applications.

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