Contract IT Help Desk Support Specialist

• Provide first-level technical support to end users for hardware, software, and network-related issues via phone, email, or in-person communication
• Log, track, and manage incidents and service requests within an IT service management (ITSM) system to ensure timely resolution
• Troubleshoot and resolve issues related to operating systems (Windows/Mac), applications (e.g., Microsoft Office 365), and IT peripherals such as printers and mobile devices
• Configure, deploy, and maintain user workstations, laptops, and associated hardware
• Assist with account setups, password resets, and user access requests for various applications and systems
• Escalate unresolved issues to Tier 2 or Tier 3 support when necessary, ensuring proper documentation is provided
• Ensure compliance with IT security policies and conduct user training or guidance as needed
• Collaborate with team members to identify recurring issues, contributing to process improvements and knowledge base documentation
• Monitor IT systems proactively to address potential issues and limit disruptions to business operations

• Proven experience in a help desk or IT support role, preferably at Tier 1 or Tier 2 levels
• Strong technical knowledge of Windows and Mac operating systems, Office 365, and common IT tools (e.g., Active Directory, ticketing tools like ServiceNow or Zendesk)
• Familiarity with networking fundamentals (LAN/WAN) and troubleshooting basic connectivity issues
• Exceptional communication and interpersonal skills with a focus on delivering outstanding customer service
• Ability to manage multiple tasks and prioritize effectively in a team-oriented environment

medical, vision, dental, life and disability insurance, 401(k) plan