Position Overview :-
We are seeking a Mid-Level IT Help Desk Specialist to provide technical support and maintain the day-
to-day operations of IT systems and end-user services. This role will support employees by
troubleshooting hardware, software, and network-related issues while ensuring timely resolution and a
high level of customer service.
The ideal candidate has strong technical knowledge, excellent problem-solving skills, and the ability to
communicate technical concepts clearly to non-technical users. You will play a key role in ensuring
smooth IT operations and minimizing downtime for end users.
Key Responsibilities
Technical Support
Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, and
peripherals.
Troubleshoot and resolve hardware, software, and network connectivity issues.
Install, configure, and maintain operating systems, applications, and system updates.
Diagnose and resolve issues related to email, VPN access, printers, and enterprise applications.
Ticket Management & User Support
Manage and respond to service requests through the IT ticketing system in a timely manner.
Prioritize and escalate complex issues to senior IT staff when necessary.
Provide both remote and in-person support to employees and stakeholders.
Maintain accurate documentation of issues, troubleshooting steps, and resolutions.
System Administration Support
Assist with user account creation, access management, and password resets.
Support Active Directory, Microsoft 365, and other enterprise systems.
Assist with system monitoring, updates, and maintenance activities.
Hardware & Asset Management
Set up and deploy new workstations, laptops, and mobile devices.
Maintain inventory and tracking of IT equipment and assets.
Support device imaging, configuration, and decommissioning processes.
IT Operations & Security
Ensure compliance with IT policies, security procedures, and best practices.
Assist with software installations, patching, and system updates.
Support endpoint security tools and report potential security issues.
Required Qualifications
3–5 years of experience in IT help desk, technical support, or desktop support roles.
Strong knowledge of Windows and macOS operating systems.
Experience supporting Microsoft 365, Active Directory, and VPN connectivity.
Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
Strong troubleshooting and analytical skills.
Excellent communication and customer service skills.
Preferred Qualifications
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.
Certifications such as CompTIA A+, Network+, or Microsoft certifications.
Experience supporting enterprise IT environments with multiple users.
Familiarity with device management tools (Intune, SCCM, or similar platforms).
