Help Desk Specialist

Job Overview:
We are seeking a skilled and customer-focused Help Desk Specialist to join our IT support team. This role serves as the first point of contact for technical assistance, providing high-quality troubleshooting and resolution services for software, hardware, and network-related issues. The ideal candidate will have strong problem-solving skills, a keen understanding of IT systems, and the ability to deliver exceptional customer service.

Main Responsibilities:

• Serve as the first point of contact for customers needing technical assistance via phone, email, and the ticketing system.
• Perform troubleshooting using various diagnostic techniques.
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
• Provide quick resolutions and excellent customer service.
• Escalate unresolved issues to the next level of support personnel.
• Keep a detailed record of problems and their resolutions.
• Provide feedback on processes and recommend areas for improvement.
• Maintain technical documentation and a service catalog, including software installation, hardware configuration, and problem troubleshooting.
• Suggest improvements to procedures.
• Periodically visit stores to perform on-site troubleshooting, maintenance, and support for hardware, software, and network-related issues.
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Main Requirements:

• Ability to resolve advanced technical hardware and software issues; provide effective resolutions.
• Strong understanding of Active Directory administration, including account unlocks, password resets, adding/removing users, organizational units (OUs), and group memberships.
• Extensive knowledge of software, hardware, network, and peripheral support, including both phone-based remote support and hands-on troubleshooting.
• Understanding of basic TCP/IP and networking principles to effectively diagnose and troubleshoot connectivity and network-related issues.
• Ability to provide support to resolve technical issues efficiently.
• Strong attention to detail in tracking all work within the ticketing system.
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