Help Desk Specialist

Help Desk Specialist

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field.
• 3 years of relevant experience in IT
• Basic knowledge of ERP systems.
• Strong troubleshooting skills in both software and hardware.
• Knowledge of Windows PC and Server Operating Systems.
• Knowledge of Help Desk ticketing systems.
• Knowledge of Microsoft Active Directory.
• Knowledge of Microsoft O365.
• Experience with Microsoft SQL Server.
• Power BI experience is a plus.
• Excellent communication, interpersonal, and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and a proactive approach.
• Ability to work independently and remotely when needed.
• Familiarity with IT compliance and security best practices.

Responsibilities

• Manage and maintain operating systems, end-user software, and enterprise applications.
• Oversee user accounts, permissions, and security access in alignment with best practices.
• Deploy and manage workstations, printers, and scanners.
• Collaborate with network engineering teams to ensure seamless connectivity and system performance.
• Provide Level 1 and Level 2 technical support to end-users, diagnosing and resolving hardware/software issues.
• Proactively monitor and analyze system and workstation performance, addressing potential issues.
• Escalate complex incidents as necessary while ensuring timely resolution.
• Support capacity planning and contribute to long-term IT infrastructure strategy.
• Recommend and implement software/hardware improvements, patches, and upgrades.
• Develop and document IT policies, procedures, and training materials.
• Assist in vendor management, acquisitions, and procurement of IT solutions.
• Work closely with business applications, database teams, and global IT teams to align technology solutions with business goals.
• Participate in global IT projects and ensure successful local implementation.
• Create reports and analyze IT data to support business decision-making.
• Other tasks/projects as needed.

Preferred Qualifications

• Power BI experience is a plus.