Help Desk Specialist

Role Purpose

The IT Support / Help Desk Specialist is responsible for providing first-line technical support to company employees while also supporting the company’s internal network infrastructure.

This role focuses on troubleshooting end-user issues, maintaining workstations, supporting network connectivity, assisting with network equipment, and escalating advanced infrastructure incidents when necessary.

The position requires full-time on-site presence to provide hands-on technical support, ensure rapid issue resolution, and maintain reliable IT and network operations.

Core Responsibilities

End-User Support

• Provide first-line technical support to internal employees (hardware, software, and network issues)
• Troubleshoot Windows, macOS, and business applications
• Install, configure, and maintain desktops, laptops, printers, and peripherals
• Support email clients, collaboration tools, and office productivity software
• Handle password resets, account lockouts, and access requests
• Manage and resolve IT support tickets within agreed SLAs
• Escalate complex server or infrastructure issues to senior IT staff

Networking Support (Required Knowledge)

• Solid understanding of basic networking concepts: OSI Model 
  • TCP/IP 
  • Subnetting 
  • VLANs 
• Troubleshoot LAN/WAN connectivity issues
• Diagnose and resolve DHCP and DNS-related problems
• Support and configure Wi-Fi access points
• Basic configuration and troubleshooting of routers and switches
• Monitor network performance and report abnormalities
• Assist in managing firewall rules under supervision
• Support VPN connectivity for remote users

User & Access Management

• Create, modify, and deactivate user accounts (Active Directory / Microsoft 365)
• Manage shared folders and access permissions
• Assist with Group Policy troubleshooting
• Support onboarding and offboarding processes

Hardware & IT Asset Management

• Prepare and configure new employee devices
• Install operating systems and standard company software
• Maintain asset inventory and documentation
• Coordinate hardware repairs and warranty claims with vendors

Collaboration & Escalation

• Work closely with Infrastructure and DevOps teams when issues require escalation
• Coordinate with network and telecom vendors when necessary
• Communicate clearly with employees regarding issue status and resolution timelines
• Maintain clear documentation of recurring technical and network issues

Key Responsibilities

• Provide on-site technical and network support to employees
• Ensure stable network connectivity across the office
• Maintain and update IT and network documentation
• Monitor basic network health and report incidents
• Support meeting room AV systems and office IT infrastructure
• Contribute to improving internal IT and network support processes

Required Skills & Qualifications

Technical Skills

• Strong troubleshooting skills for Windows operating systems
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs)
• Basic router and switch configuration experience
• Familiarity with firewall and VPN concepts
• Experience with Active Directory and Microsoft 365
• Experience supporting printers and endpoint devices

Nice to Have

• Experience with Cisco, MikroTik, HP, or Ubiquiti equipment
• Experience with ticketing systems
• Basic knowledge of cybersecurity best practices
• Knowledge of macOS support

Soft Skills

• Strong customer-service mindset
• Clear and professional communication skills
• Ability to explain technical and network issues in simple terms
• Good time management and prioritization skills
• Strong sense of responsibility and ownership
• Team-oriented and willing to continuously learn