Help Desk Specialist Level 1

Help Desk Specialist Level 1
Location: Easton, PA (onsite) Hours: Monday -Friday 8:00 am - 5:00 pmJob Type: Full-Time/hourly
About the Role
We are seeking a customer-focused and technically skilled Help Desk Specialist to join our IT team. In this role, you will provide first-line technical support to both onsite and remote users, helping resolve hardware, software, mobile device, and network-related issues across the organization.
The ideal candidate enjoys solving problems, delivering exceptional customer service, and working collaboratively in a fast-paced environment. This hands-on position offers opportunities to expand your technical knowledge while supporting a wide range of technologies, including Microsoft 365, Windows, macOS, mobile devices, and enterprise systems.

What You'll Do
Technical Support & Customer Service

Respond to support tickets, emails, and phone calls in a timely and professional manner.
Provide first-level technical support for hardware, software, applications, and network issues.
Diagnose and resolve user-reported issues, escalating more complex problems when necessary.
Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
Educate users on cybersecurity best practices, including phishing and spam awareness.
Follow up with users to ensure complete resolution and satisfaction.
Maintain accurate documentation of troubleshooting steps, resolutions, and ticket activity.

Hardware, Software & Device Management

Install, configure, maintain, and repair computer hardware, software, and peripheral devices.
Troubleshoot and support Android and iPhone devices.
Assist with mobile device management (MDM) administration and support.
Manage IT assets, including device assignments, inventory tracking, and equipment returns.

Network & Systems Support

Support and troubleshoot LAN/WAN connectivity issues.
Assist with Active Directory account administration and related system support.
Monitor and support core IT infrastructure as needed.

Documentation & Process Improvement

Create and maintain technical documentation and knowledge base articles.
Identify recurring issues and recommend improvements to support processes and user resources.
Contribute to technology initiatives, including employee onboarding and offboarding activities.

Operational Responsibilities

Participate in an on-call rotation to provide after-hours support.
Support special projects and perform additional duties as assigned.

Safety & Compliance

Follow company safety policies and procedures.
Actively participate in safety and compliance initiatives.

What We're Looking For
Required Qualifications

Associate's degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
Minimum of 2 years of Help Desk or IT Support experience.
Experience supporting Windows 11, macOS, and Windows Server environments.
Working knowledge of Active Directory.
Experience troubleshooting Android and iPhone devices.
Basic understanding of networking concepts, including DNS and network troubleshooting.
Strong analytical, problem-solving, and troubleshooting skills.
Ability to explain technical concepts to non-technical users both in person and remotely.
Ability to manage multiple priorities and work independently.
Willingness to work evenings, weekends, and participate in an on-call rotation.

Preferred Qualifications

Mobile Device Management (MDM) experience.
Experience supporting Microsoft 365 environments.
Familiarity with IT asset management and inventory systems.

Success in This Role
The successful candidate will:

Deliver outstanding customer service and user support.
Build strong working relationships across the organization.
Demonstrate integrity, accountability, and attention to detail.
Communicate effectively with users and technical teams.
Remain adaptable in a fast-paced environment with changing priorities.
Contribute to continuous improvement of support processes and documentation.
Maintain a positive, collaborative, and service-oriented mindset.

Why Join Us?

Opportunity to work with a variety of technologies and systems.
Collaborative team environment.
Career growth and continuous learning opportunities.
Meaningful impact supporting employees across the organization.

Apply today and help keep our technology running smoothly while delivering exceptional support to our users.

INDPPFS