Job Description

Our client is seeking a Help Desk Support Specialist to join their IT support team and provide Level I/II technical assistance within a dynamic end-user computing environment. This role is focused on delivering high-quality technical support to users across the organization while ensuring stability, reliability, and responsiveness of IT systems that support daily business operations.

This position requires a strong customer service mindset, excellent communication skills, and the ability to thrive in a hands-on, fast-paced support environment.

Position Summary

The Help Desk Support Specialist will be responsible for diagnosing, troubleshooting, and resolving a wide range of hardware, software, and system-related issues. The role involves direct interaction with end users, both in-person and remotely, supporting a variety of technical needs and ensuring timely resolution of incidents and service requests.

This individual will also support onboarding activities, assist with equipment setup, and participate in ongoing IT support initiatives as needed.

Key Responsibilities

• Provide Level I/II help desk support for end-user hardware, software, and system issues
• Monitor, prioritize, and respond to service desk tickets, emails, and phone requests
• Troubleshoot and resolve desktop, laptop, and application-related issues
• Support users in both remote and in-person (“on-the-floor”) environments
• Escalate complex technical issues to senior IT staff or specialized teams when appropriate
• Maintain clear and accurate documentation of issues, resolutions, and processes
• Assist with user onboarding, including workstation setup and configuration
• Follow established procedures for system maintenance and operational support tasks
• Identify recurring issues and contribute to long-term resolution efforts
• Provide timely, professional, and customer-focused support to all end users

Required Skills & Qualifications

• Strong experience supporting Windows desktop operating systems
• Experience with Active Directory user administration
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)
• Familiarity with troubleshooting PCs, laptops, mobile devices, and tablets
• Experience supporting both hardware and software environments in a help desk setting
• Strong diagnostic, problem-solving, and communication skills
• Ability to work in a fast-paced, customer-facing support environment
• Comfortable providing both remote and hands-on technical support

Preferred Attributes

• Strong interpersonal and communication skills
• Proactive, motivated, and service-oriented mindset
• Ability to adapt to varying support scenarios and user needs
• Strong attention to detail and documentation practices

Team Environment

This role sits within a small, collaborative IT support team with escalation paths into infrastructure and cybersecurity groups for advanced issues. The environment is highly hands-on and user-facing, requiring strong teamwork and responsiveness.

Additional Information

• Contract-to-hire opportunity with long-term potential
• Full background and reference checks required
• Interview process includes initial screening followed by onsite team interviews
• High-growth environment with ongoing IT support needs and project-based work

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