Help Desk Specialist - Associate

Job Description

Job DescriptionDescription:

We are seeking a motivated and customer-focused Help Desk Specialist - Associate to join our team. This entry-level role is ideal for individuals with up to 2 years of experience in IT or a related field. The successful candidate will serve as the first point of contact for troubleshooting hardware and software issues, providing technical support to end-users under general supervision.

Key Responsibilities:

• Serve as the initial point of contact for diagnosing and resolving hardware and software issues.
• Respond to user inquiries via phone, email, or chat to resolve basic technical problems related to computers, applications, systems, devices, access, and performance.
• Use knowledge bases and solution databases to research and deliver effective solutions.
• Guide users through troubleshooting steps and provide documentation to prevent future issues.
• Log and track incidents using help desk systems or tools.
• Escalate complex issues to appropriate teams or personnel for resolution.
• Assist with software or device installations and upgrades, user profile setups, and password resets.
• Ensure all service level agreements (SLAs) for response time and quality are met.
• Work under the close direction of senior IT staff and follow established procedures.

Requirements:

Qualifications:

• Up to 2 years of experience in IT support or a related field.
• Familiarity with commonly-used IT concepts, practices, and procedures.
• Strong communication and problem-solving skills.
• Ability to follow instructions and work under general supervision.
• Moderate understanding of IT support functions and tools.
• Active Secret Clearance is required.

Preferred Skills:

• Experience with help desk ticketing systems.
• Basic knowledge of Windows and/or macOS environments.
• Understanding of networking fundamentals and common enterprise applications.