Help Desk Support Specialist

Jobtailor; West Fargo (ND); On-site; USD 38,000 - 52,000; Full time

Job summary

Jobtailor in the United States is seeking an entry-level to mid-level IT Help Desk Technician to support end users. You will be the first point of contact for technical issues and will work with several IT teams to keep user productivity high.

You will diagnose and resolve common hardware and software problems, document solutions in the ticketing system, and help educate users on best practices. This role offers on-site work in West Fargo, ND.

Qualifications

• High School diploma or equivalent.
• Basic computer hardware and OS knowledge (Windows, macOS).
• Troubleshoot routine hardware, software, and access issues.
• Clear, professional communication with diverse technical levels.
• Document work and protect confidential information.
• Able to lift up to 75 pounds of equipment.
• Experience in help desk or customer support preferred.
• Team-oriented and able to follow procedures.
• 2+ years in help desk or IT support preferred.

Responsibilities

• Serve as the first point of contact for end users experiencing technical issues.
• Diagnose, troubleshoot, and resolve IT issues; escalate when necessary to higher-level teams.
• Provide clear communication and customer service to minimize downtime and support user productivity.
• Maintain an up-to-date knowledge base of common issues and resolutions.
• Respond promptly to help desk requests via phone, email, or ticketing system.
• Assist users with software installations, configurations, and updates.
• Document all support activities and solutions in the ticketing system.
• Escalate unresolved issues to appropriate IT teams while keeping users informed.
• Provide guidance and training to users on common IT procedures and best practices.

Skills

Help desk

Customer support

Communication

Documentation

Teamwork

Education

High school diploma

Tools

Ticketing system

Job description

• Serve as the first point of contact for end users experiencing technical issues within the organization.
• Diagnose, troubleshoot, and resolve a variety of technical issues, escalating more complex problems to higher-level support teams as necessary.
• Provide clear communication and excellent customer service to minimize downtime and support user productivity.
• Maintain an up-to-date knowledge base of common issues and resolutions.
• Respond promptly to incoming help desk requests via phone, email, or ticketing system.
• Assist users with software installations, configurations, and updates.
• Document all support activities and solutions accurately in the ticketing system.
• Escalate unresolved issues to appropriate IT teams while maintaining communication with the end user.
• Provide guidance and training to users on common IT procedures and best practices.

Requirements

• High school diploma or equivalent.
• Basic understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Ability to troubleshoot routine computer, phone, printer, hardware, software, access, and user support issues
• Ability to communicate clearly and professionally with team members at different levels of technical understanding.
• Ability to document work accurately, follow procedures, manage follow-up items, and protect confidential information.
• Ability to lift, move, pull, push, or carry technology equipment up to 75 pounds as required.
• Experience with help desk or customer support roles, preferably in an IT environment.
• Ability to follow established procedures and work effectively in a team environment.
• Two or more years of help desk, desktop support, IT support, banking technology, or related technical support experience (preferred).