Help Desk Specialist

About the role

The Help Desk Specialist provides day‑to‑day technical support to end‑users for PC and Mac hardware, software applications, and other on‑site IT assets such as LAN, servers, and related infrastructure. The role also assists with the design, procurement, installation, and configuration of site IT infrastructure to ensure efficient technology use.

Key responsibilities

• Respond to Service Desk tickets, troubleshoot hardware, software, peripheral, and production equipment issues.
• Prioritize incidents based on severity, urgency, and business impact and track them to resolution.
• Escalate complex problems to higher‑level support or specialized IT teams when needed.
• Collaborate with enterprise support groups and external vendors to resolve technical issues.
• Coordinate change‑management activities for installing, upgrading, removing, and configuring IT assets.
• Maintain the asset management system to ensure accurate tracking of all IT equipment.
• Conduct routine audits of site assets to ensure compliance with company policies and governmental regulations.
• Participate in special projects and perform other related duties as assigned.

Required profile

• Bachelor’s degree in a related discipline or 3‑5 years of comparable IT support experience.
• Proven ability to analyze and resolve moderately complex technical problems.
• Strong communication skills to interact with internal and external customers.
• Ability to recognize anomalies, critical situations, and respond appropriately.

Required skills

• Microsoft Windows operating system
• macOS operating system
• PC hardware troubleshooting
• LAN networking
• Server administration basics
• Asset management systems
• Change‑management processes