Help Desk Support Specialist Level 1

Provide first-level technical support to internal staff through phone, email, chat and remote tools. Troubleshoot hardware, software, networking and cloud application issues; manage support tickets; assist with account and device setup; and escalate complex issues while supporting system security and compliance.

Responsibilities

• Respond to user support requests by phone, email, chat and remote tools.
• Troubleshoot desktop, laptop, mobile device, software, networking and collaboration tool issues.
• Manage and track tickets, document resolutions and update the internal knowledge base.
• Assist with account, hardware and software setup for new employees.
• Guide users on email practices, phishing awareness and multi-factor authentication.
• Provide on-site and remote support, escalating complex issues and following security and compliance standards.

Required Skills

• Hardware troubleshooting
• Software troubleshooting
• Networking troubleshooting
• Cloud services support
• Microsoft 365 support
• Desktop and laptop support
• Mobile device support
• Ticketing systems
• Remote support tools
• Account and device setup