IT Support & Help Desk Specialist

The IT Support & Help Desk Specialist provides technical assistance and support to employees, resolving hardware, software, network, and system-related issues to minimize downtime and maintain productivity. This role is the first line of defense for all internal IT issues, responsible for diagnosing and resolving problems efficiently, escalating complex cases when necessary, and ensuring a reliable technology environment for the organization. The IT Support Specialist also contributes to IT documentation, user training, and the maintenance of systems and infrastructure.

Key Responsibilities

• Serve as the first point of contact for all IT support requests via helpdesk ticketing system, email, chat, or phone.
• Diagnose and resolve hardware, software, network connectivity, and account access issues for end users.
• Set up, configure, and maintain employee workstations, laptops, peripherals, and software applications.
• Manage user accounts, permissions, and access control across systems (Active Directory, Google Workspace, Microsoft 365, etc.).
• Troubleshoot and escalate complex technical issues to senior IT staff or third-party vendors.
• Maintain IT asset inventory including hardware, licenses, and software.
• Document troubleshooting steps, resolutions, and technical procedures in the knowledge base.
• Support onboarding and offboarding processes including device provisioning and account setup/deactivation.
• Monitor system health, apply software updates and patches, and assist with basic network maintenance.
• Communicate technical concepts clearly to non-technical users.

Requirements

• 1–3 years of IT support or help desk experience.
• Proficiency in troubleshooting Windows and/or macOS environments.
• Experience with user account management (Active Directory, Google Workspace, or Microsoft 365).
• Familiarity with helpdesk ticketing systems (Jira Service Management, Zendesk, ServiceNow, or similar).
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Clear communication skills - able to explain technical issues to non-technical users.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Availability to work US time zones.
• Comfortable working as an independent contractor.

Nice to Have

• CompTIA A+, Network+, or equivalent IT certification.
• Experience with MDM solutions (Jamf, Intune, or similar) for device management.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) at a basic level.
• Experience supporting remote or distributed teams.
• Knowledge of cybersecurity fundamentals and endpoint security tools.
• Experience with IT asset management systems.