The Help Desk Specialist will serve as the first line of support for users experiencing technical issues with hardware, software, and network systems. This role is responsible for diagnosing and resolving user problems, documenting system requirements, and assisting in the design, implementation, and integration of IT systems. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a passion for delivering exceptional customer service. 

The Help Desk Specialist will also participate in documentation and system improvement activities, including the development of instruction manuals, gathering user requirements, and ensuring optimal system performance across the organization. 

Primary Responsibilities 

• Provide technical end-user support by troubleshooting hardware, software, and connectivity issues. 

• Research and resolve user complaints and technical issues through in-depth analysis and problem-solving. 

• Assist with application updates, revisions, and configuration changes as needed. 

• Gather and analyze system requirements to identify improvement opportunities and user needs. 

• Design and document system configurations, workflows, and standard operating procedures. 

• Develop clear and user-friendly **instruction manuals** and help guides for end users. 

• Facilitate communication and collaboration between technical teams, management, and end users. 

• Ensure system reliability, quality, and performance through proactive monitoring and testing. 

• Manage and support system implementations, integrations, and upgrades. 

• Maintain accurate documentation of support activities in the ticketing system. 

• Prioritize and handle multiple support requests efficiently to meet established service-level objectives. 

Minimum Qualifications 

• High school diploma or equivalent; Associate degree in Information Technology or related field preferred. 

• 1–2 years of experience in a help desk, IT support, or customer service environment. 

• Basic understanding of computer hardware, operating systems (Windows and macOS),and mobile devices. 

• Familiarity with Microsoft 365, email clients, and basic network connectivity troubleshooting. 

• Strong communication, problem-solving, and customer service skills. 

• Ability to manage multiple tasks and priorities effectively. 

Preferred Qualifications 

• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field. 

• 3–5 years of experience in a help desk or technical support role. 

• Experience with ticketing systems such as ServiceNow, Zendesk, or Jira. 

• Familiarity with Active Directory, Office 365 Administration, and ITIL-based processes. 

• Strong technical writing and documentation skills.