Information Technology (IT) Help Desk Specialist
Job Summary:
The Information Technology (IT) Help Desk Specialist provides first-line technical support for employees and supports the day-to-day reliability, security, and usability of company information technology systems. This IT role is responsible for receiving, documenting, prioritizing, resolving, and escalating support requests through the JIRA ticketing system. The position supports computer hardware, software, operating systems, user accounts, peripherals, networking, backups, inventory, IT training, and continuous improvement of IT support processes while maintaining a professional and service-oriented attitude.
Essential Job Duties:
1. Manage JIRA support tickets with accurate status, troubleshooting notes, resolutions, and follow-up actions. Provide timely end-user support in person, by phone, email, remote tools, and the approved ticketing process.
2. Install, configure, deploy, maintain, and troubleshoot computers, mobile devices, printers, peripherals, conference room equipment, and other IT assets.
3. Resolve common hardware, software, OS, application, network, VPN, printer, email, access, and account issues across Windows, Mac, and Linux.
4. Support user accounts, password resets, access requests, group updates, and identity tasks in Microsoft Entra ID and Active Directory.
5. Support IT security by following access control, endpoint protection, patching, phishing awareness, data handling, incident reporting, and least-privilege practices.
6. Monitor backups, recovery processes, endpoint health, software updates, and routine operational checks as assigned.
Secondary Duties:
1. Documentation: Maintain IT documentation, knowledge base articles, setup guides, and user instructions.
2. Data Support: Assist with reporting, analytics, spreadsheets, data cleanup, and basic Power BI, Tableau, SQL, Python, or API tasks as assigned.
3. Process Improvement: Support JIRA improvements and recommend practical updates to IT tools, processes, security practices, and user experience.
4. Other IT Support: Support assigned IT initiatives, security operations, equipment moves, onboarding, offboarding, vendor coordination, and related operational tasks.