IT Help Desk Specialist POST NUMBER: 442553
The Help Desk Support Specialist will assist with troubleshooting, diagnosing, and resolving technical issues related to hardware, software, networking, and other IT-related problems. The role will require strong communication skills, problem-solving abilities, and a willingness to learn in a fast-paced environment. Location: Hybrid - Columbus, OH
Compensation: $20-25/hour (intent to hire FTE)
Key Responsibilities:
- Provide first-line support for users by phone, email, or chat.
- Troubleshoot and resolve technical issues related to software, hardware, and networking.
- Document all issues, resolutions, and actions taken in the help desk system.
- Escalate unresolved issues to higher-level support teams or specialized technicians.
- Assist in the setup, configuration, and maintenance of computer systems, hardware, and software.
- Perform routine checks and maintenance tasks for systems and network.
- Ensure timely resolution of user inquiries and follow up on open tickets.
- Maintain a positive customer service attitude and provide helpful guidance to users.
- Stay updated on common IT issues, solutions, and tools.
- Education: Associate degree in information systems or similar preferred; High School Diploma or equivalent required
- Working knowledge of ticketing systems, preferably Freshservice
- Exposure of Active Directory management, including password resets and account updates
- Familiarity with security access systems like EntraPass Web
- Basic troubleshooting skills for phone systems and email security tools like Mimecast
- Ability to provide user support and training for conference room equipment
- Knowledge of VPN software installation and troubleshooting, especially Global Protect
- Excellent communication and customer service skills
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
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