IT Help Desk Specialist — Customer-Focused Support

Bierman-Autism-Centers; Indianapolis (IN); On-site; USD 42,000 - 58,000; Full time

Job summary

Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals in Indianapolis, IN. The role serves as the first point of contact for end users, delivering friendly, responsive IT support and ensuring prompt resolution of incidents.

Responsibilities include incident logging, initial troubleshooting, user training, knowledge base maintenance, and coordination with IT teams. A strong customer focus and solid communication are essential for success.

Qualifications

• High school diploma or equivalent; IT-related degree preferred.
• Experience in customer service or IT support preferred.
• Basic understanding of IT systems, hardware, software, and networking.

Responsibilities

• Greet and assist end-users with IT inquiries and provide a professional service experience.
• Log, categorize, prioritize, and assign incidents and service requests in the IT service management system.
• Perform initial diagnosis and basic troubleshooting steps.
• Keep users informed about the status of their requests and incidents.
• Escalate complex issues to higher-level support as needed.
• Maintain and update knowledge base for self-service support.
• Collaborate with IT teams and other departments to ensure smooth IT services.
• Provide training and guidance on IT policies and best practices.
• Collect feedback from users to improve IT support processes.

Skills

Customer service

Communication

Troubleshooting

Collaboration

Training

Feedback collection

Education

High school diploma or equivalent

Associate's or Bachelor's in IT related field

Tools

IT Service Management tools

Networking concepts

Hardware/software basics

Job description

Bierman Autism Centers is seeking an IT Help Desk Specialist to join its growing team of IT Professionals in Indianapolis, IN. The role serves as the first point of contact for end users, delivering friendly, responsive IT support and ensuring prompt resolution of incidents.

Responsibilities include incident logging, initial troubleshooting, user training, knowledge base maintenance, and coordination with IT teams. A strong customer focus and solid communication are essential for success.