Help Desk Support Specialist

Job Title: Help Desk Support Specialist

Job Number: 36001

Location: , CA

Job Description

 This role provides first-line (Tier 1) support to employees, ensuring timely resolution of IT-related issues and maintaining smooth operations across the organization.

Responsibilities

Responsibilities

• Provide first-line technical support to users via phone, email, chat, or ticketing system (Jira) for IT-related issues.
• Diagnose and resolve technical problems, including login issues, software malfunctions, and connectivity challenges.
• Assist with the setup, maintenance, and repair of desktops, laptops, printers, and mobile devices.
• Install, configure, and update software applications as needed.
• Log and track incidents in the ticketing system, escalating complex issues to higher-level support when necessary.
• Assist with password resets, account unlocking, and onboarding/offboarding processes for new and departing users.
• Deliver exceptional customer service, communicating effectively with non-technical users and setting clear expectations for resolution timelines.
• Create and maintain a knowledge base with solutions to common issues, as well as document processes, procedures, and troubleshooting steps for internal use.
• Occasionally provide support outside of normal business hours to meet business needs.

Required Skills

Requirements

• Knowledge of Windows, Mac, and Linux operating systems.
• Excellent communication and interpersonal skills, with the ability to assist non-technical users patiently and empathetically.
• Strong time management and multitasking abilities in a fast-paced environment.
• Ability to receive and act on both positive and negative feedback.
• Proactive problem-solving skills, with the ability to research solutions and handle ambiguity.
• Previous experience in IT support or a help desk role is a plus.
• Willingness to occasionally work outside of standard hours to support business needs.