IT Helpdesk Specialist

Job ID
Information Technology
Regular Full-Time


IT Helpdesk Specialist

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Main Job Tasks and Responsibilities

  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Redirect problems to correct resource
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports
  • Inform management of recurring problems
  • Stay current with system information, changes and updates

Education and Experience

  • Bachelor’s degree preferred
  • Working knowledge of fundamental operations of Windows operating systems (Windows 7, Windows 10), Microsoft Office, common web browsers, PC hardware, and other equipment
  • Knowledge and experience of customer service practices
  • 1 year experience and training in troubleshooting and providing help desk support

Key Competencies

  • Oral and written communication skills
  • learning skills
  • Customer service orientation
  • Problem analysis
  • Problem-solving
  • Adaptability
  • Team interaction

Job Type: Full-time


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