Provides first-line technical support for hardware, software, operating systems, networks, user accounts, and company applications. Responsibilities include onboarding and offboarding employees, managing access permissions, administering collaboration and conferencing tools, handling IT procurement and inventory, documenting solutions, maintaining support records, and training users. The specialist supports Windows, macOS, JumpCloud, Google Workspace, Atlassian applications, Slack, and Zoom Rooms.
Description
We are seeking a highly motivated and detail-oriented Helpdesk Support Specialist to join our growing team. In this role, you will be the first point of contact for our employees, providing exceptional technical support and ensuring a smooth and efficient IT environment. You will be responsible for troubleshooting hardware and software issues, managing user accounts, and supporting a variety of critical applications.
Responsibilities:
- Provide timely and effective technical support to end-users via tickets, email and in-person while addressing hardware, software, and network issues.
- Troubleshoot and resolve technical problems related to Windows and macOS operating systems, including laptops, desktops, and peripherals.
- Manage user accounts and access permissions using JumpCloud.
- Manage user email and groups using Google WorkSpace.
- Support and maintain Atlassian suite applications (e.g., Jira, Confluence), Slack and other company wide applications.
- Administer and troubleshoot Zoom Rooms systems, ensuring seamless video conferencing experiences.
- Onboard and offboard employees, including setting up new user accounts, configuring hardware, and managing access permissions. Including shipping laptops to new hires and pickup once off boarded.
- Manage IT procurement: sourcing, ordering, and inventory management of hardware and software.
- Document technical solutions and procedures to build a comprehensive knowledge base.
- Maintain accurate records of support requests and resolutions.
- Provide training and support to end-users on various software and hardware applications.
Desired skills:
- Proven experience in a Helpdesk or IT support role.
- Strong knowledge of Windows and macOS operating systems.
- Experience with troubleshooting hardware and software issues.
- Familiarity with JumpCloud and Google WorkSpace for user management.
- Experience with Atlassian suite applications (Jira, Confluence).
- Knowledge of Zoom Rooms and video conferencing systems.
- Proficiency in providing support for Slack.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to prioritize and manage multiple tasks effectively.
- Excellent organizational and time-management skills.
- Ability to work independently and as part of a team.
- Experience with IT procurement processes is a plus.
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