About this role

Serve as the first point of contact for end-users experiencing technical issues.
Diagnose, troubleshoot, and resolve a variety of IT-related issues.
Escalate more complex problems to higher-level support teams when necessary.
Provide clear communication and excellent customer service to minimize downtime.
Maintain system functionality and user satisfaction across the organization.

High school diploma or equivalent.
Basic understanding of computer hardware, operating systems (Windows/Mac), and common software applications.
Experience with helpdesk ticketing systems or customer support environments.
Strong communication skills with the ability to explain technical concepts to non-technical users.
Ability to work independently and as part of a team in a fast-paced environment.
Preferred: Associate degree or certification in Information Technology or related field (e.g., CompTIA A+).
Familiarity with network fundamentals such as TCP/IP, DNS, and VPN.
Experience supporting remote users and using remote desktop tools.
Knowledge of IT security best practices and data privacy regulations.
Previous experience in a service-oriented IT helpdesk role.

IT Helpdesk Specialist, Level I

Key skills