We are seeking a proactive, customer-focused, and technically proficient IT Helpdesk Specialist to serve as the first point of contact for our internal and external technical support needs. In this role, you will be responsible for diagnosing, troubleshooting, and resolving hardware, software, and network-related issues to ensure optimal productivity across the organization. If you possess a strong aptitude for technical problem-solving, a commitment to exceptional service delivery, and the ability to communicate complex technical concepts to non-technical users, this is an outstanding opportunity to maintain our IT infrastructure and support our digital operations.

Key Responsibilities
Incident Management: Act as the primary contact for technical support requests, logging, prioritizing, and resolving incidents efficiently via ticketing systems.

Technical Troubleshooting: Diagnose and resolve hardware/software malfunctions, peripheral issues, network connectivity problems, and account access requests.

System Provisioning: Manage the lifecycle of user hardware, including the configuration, setup, and deployment of laptops, workstations, and mobile devices for new and existing employees.

User Access & Security: Maintain user accounts, perform password resets, manage Active Directory permissions, and ensure compliance with company security policies.

Documentation & Knowledge Base: Create, update, and maintain internal technical documentation, FAQs, and self-service guides to streamline troubleshooting processes.

Vendor & Asset Coordination: Assist in tracking IT hardware inventory and coordinate with external vendors for repairs or specialized service escalations.

Continuous Improvement: Proactively identify recurring technical issues and suggest improvements to existing IT workflows or infrastructure to enhance overall system performance.

Requirements & Qualifications
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field; relevant certifications such as CompTIA A+, Network+, or Microsoft 365 Certified are highly preferred.

Experience: 2–4+ years of experience in an IT support, helpdesk, or desktop support role.

Technical Skills:

Proficiency in troubleshooting Windows and macOS environments.

Hands-on experience with Microsoft 365/Google Workspace administration.

Strong understanding of networking concepts (DNS, DHCP, VPN, Wi-Fi) and ticketing systems (e.g., Zendesk, Jira Service Management, Freshservice).

Knowledge of remote desktop support tools and mobile device management (MDM) solutions.

Personal Attributes:

Exceptional diagnostic and analytical skills with a focus on delivering high-quality, user-centric solutions.

Strong interpersonal skills and a patient, helpful demeanor when dealing with technical queries from diverse audiences.

Excellent verbal and written communication skills in both technical and non-technical contexts.

Ability to prioritize tasks in a fast-paced environment and remain calm while resolving critical technical bottlenecks.

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