Associate Help Desk Specialist

About the role

The Associate Help Desk Specialist provides first‑level technical assistance to end users, primarily via phone and email. This role serves as the initial point of contact, delivering courteous, efficient support while handling a wide range of hardware, software, and network issues.

Key responsibilities

• Respond to support tickets and phone/email inquiries, diagnosing and resolving hardware, software, network, and connectivity problems.
• Install, configure, and update software applications on user devices.
• Collaborate with IT teams to deploy hardware, perform software upgrades, and roll out new equipment and services.
• Participate in product testing, special projects, and the development of support processes.
• Document all interactions in the ticketing system and maintain knowledge‑base articles and procedures.
• Monitor ongoing issues, ensure timely resolution, and escalate when necessary.
• Provide after‑hours, on‑call, and occasional weekend support as required.

Required profile

• Associate’s degree or equivalent experience.
• 1‑2 years of phone‑based technical support experience.
• Experience supporting LAN/WAN environments and remote access technologies.
• Strong telephone and email etiquette with excellent written and verbal communication skills.
• Willingness to work after hours, weekends, and holidays.

Required skills

• Hardware troubleshooting and repair.
• Software installation and configuration.
• LAN and WAN networking concepts.
• Remote support via VPN, Citrix, or wireless connections.
• Ticketing system usage and knowledge‑base documentation.