Help Desk Specialist – 1st Tier

About the role

The 1st Tier Help Desk Specialist will be the first point of contact for end‑users at Huff, Powell, & Bailey. You will provide on‑site technical support, troubleshoot hardware and software issues, and ensure smooth operation of core IT systems.

Key responsibilities

• Respond to support requests via phone, email, or ticketing system promptly and professionally.
• Diagnose and resolve hardware, software, and networking problems.
• Support core business applications such as Microsoft 365, iManage, Zoom, and Adobe Acrobat.
• Document all support activities, including problem descriptions and solutions, in the ticketing system.
• Collaborate with IT team members and escalate complex issues as needed.
• Assist with software installation, configuration, and peripheral maintenance.
• Ensure compliance with IT policies, security standards, and data governance, especially for document management.
• Support onboarding and off‑boarding processes, including account setup and device provisioning.

Required profile

• High school diploma or G.E.D. required.
• Minimum 1 year of experience in a help‑desk or technical support role.
• Strong communication and customer‑service skills.
• Ability to work independently and as part of a team in a fast‑paced environment.

Required skills

• Windows operating system.
• Microsoft 365 and MS Office suite.
• Document management systems (e.g., iManage).
• Zoom and Adobe Acrobat.
• Basic networking concepts and troubleshooting.
• Hardware troubleshooting and peripheral setup.
• IT support certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) – a plus.