IT Help Desk Specialist — Fast, Customer-Focused Support

Impulse Strategic Solutions; Tampa (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Impulse Strategic Solutions in Tampa, FL is seeking a Help Desk Representative to be the first point of contact for end users seeking technical assistance. You will provide timely, accurate, and customer-focused support for IT incidents and service requests, including hardware, software, and basic network issues, while following SLAs.

The role requires strong communication, problem solving, and documentation skills, with escalation to Tier 2/3 when needed.

Qualifications

• 1–3 years of experience in a help desk, service desk, or technical support role.
• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with common IT tools, ticketing systems (ServiceNow, Remedy, Cherwell, Zendesk, etc.), and remote support software.
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Customer-service mindset with attention to detail.

Responsibilities

• Receive and respond to help desk requests via phone, email, chat, or ticketing system.
• Diagnose and resolve Tier 1 technical issues related to desktops, laptops, printers, peripherals, and standard business applications.
• Perform password resets, account unlocks, and access troubleshooting.
• Escalate unresolved or complex issues to Tier 2/3 support teams following defined procedures.
• Provide professional, courteous, and empathetic support to all users.
• Clearly communicate issue status, resolution steps, and expected timelines.
• Maintain a calm and helpful demeanor in high-pressure or time-sensitive situations.
• Troubleshoot operating system issues (Windows/macOS), basic networking (Wi-Fi, VPN, connectivity), and common software problems.
• Support email, collaboration tools, and remote access technologies.
• Assist with device setup, onboarding, and basic configuration tasks.
• Accurately document all incidents, requests, troubleshooting steps, and resolutions in the ticketing system.

Skills

Windows

macOS

Ticketing systems

Remote support

Customer service

Troubleshooting

Communication

Tools

ServiceNow

Remedy

Cherwell

Zendesk

Job description

Impulse Strategic Solutions in Tampa, FL is seeking a Help Desk Representative to be the first point of contact for end users seeking technical assistance. You will provide timely, accurate, and customer-focused support for IT incidents and service requests, including hardware, software, and basic network issues, while following SLAs.

The role requires strong communication, problem solving, and documentation skills, with escalation to Tier 2/3 when needed.