Help Desk Specialist I/II

Description

The Help Desk Specialist provides technical support to users and serves as an escalation point for complex issues that cannot be resolved at the Tier I or Tier II level. This role supports endpoint devices, operating systems, and enterprise applications while ensuring timely issue resolution and high levels of customer satisfaction. The position requires strong troubleshooting skills, experience working within enterprise IT environments, and the ability to support both day-to-day user issues and larger operational initiatives.

Key responsibilities include:

• Providing technical troubleshooting and escalation support for complex endpoint issues
• Monitoring ServiceNow queues and responding to advanced incidents and service requests
• Performing laptop imaging, configuration, refresh, and hardware replacement activities
• Supporting endpoint lifecycle management including device preparation, deployment, and wipe processes
• Troubleshooting hardware, software, authentication, and operating system issues
• Supporting vulnerability remediation and system patching activities
• Utilizing scripting and automation tools (such as PowerShell) to improve operational efficiency
• Mentoring junior help desk technicians and providing guidance on complex troubleshooting
• Documenting troubleshooting steps and resolutions within ServiceNow
• Supporting knowledge management efforts including SOPs, troubleshooting guides, and technical documentation

Technical Skills:

• Strong experience troubleshooting Windows operating systems and enterprise workstation environments
• Experience supporting endpoint lifecycle management (deployment, refresh, imaging, and configuration)
• Familiarity with enterprise IT service management tools such as ServiceNow
• Experience troubleshooting hardware, software, authentication, and system access issues
• Experience supporting patch management and vulnerability remediation
• Familiarity with remote support tools and endpoint management platforms
• Ability to diagnose complex issues and determine appropriate escalation paths

Requirements

Required Skills:

• CompTIA A+, CompTIA N+, Security+, or other relevant IT certification
• 3–5 years of IT support experience, including advanced help desk or endpoint support
• Experience providing advanced end user technical support in an enterprise environment

Preferred Skills:

• Experience supporting enterprise environments or government IT systems
• Familiarity with ITIL or similar service management frameworks