IT Helpdesk Specialist

POSITION SUMMARY

The IT Helpdesk Specialist provides frontline technical support for employees across the organization. This role serves as the primary point of contact for technology-related issues including hardware, software, email, phone systems, and security access. The position ensures timely resolution of technical issues while delivering excellent customer service and escalating complex problems to appropriate IT team members when necessary.

DUTIES AND RESPONSIBILITIES

• Monitor and manage the IT ticketing system, ensuring timely responses and resolution of user requests.
• Provide first-level technical support for hardware, software, email, and system access issues.
• Escalate complex issues to appropriate members of the IT team when necessary.
• Perform helpdesk support tasks including password resets, printer installation, and file server access management.
• Manage new user setup and maintain user accounts across multiple systems (Active Directory, Zoom, etc.).
• Support end-user hardware including laptops, desktops, and peripherals.
• Assist with purchase requests for IT equipment and supplies.
• Install, configure, and maintain various software applications used across the organization.
• Provide support for Microsoft Office and Microsoft 365 applications.
• Support and troubleshoot Zoom Phone systems and related communication tools.

JOB REQUIREMENTS / EXPECTATIONS

• Provide efficient responses to helpdesk tickets, email, and phone requests.
• Support user accounts across multiple systems, including Active Directory and enterprise applications.
• Evaluate reported issues and escalate problems when appropriate.
• Travel occasionally to other LifeSkills locations to support users when needed.
• Maintain clear and professional communication with employees and leadership.
• Demonstrate strong attention to detail and commitment to high-quality customer support.
• Maintain strict confidentiality of company, client, and employee information in accordance with organizational policies and data protection standards.

QUALIFICATIONS

Education

Associate degree in Information Technology, Computer Science, or related field; OR an equivalent combination of education and experience. High school diploma or GED with relevant IT certifications (CompTIA A+, Network+, or similar) may substitute for degree requirements.

Experience

• Minimum of 1–2 years of experience in IT helpdesk, technical support, or a similar customer-facing IT role.
• Experience working with ticketing systems and Active Directory user management preferred.

Technical Skills

• Microsoft Windows operating systems
• Microsoft Office / Microsoft 365
• Active Directory user administration
• Basic networking concepts
• VoIP phone systems such as Zoom Phones
• Familiarity with common enterprise software applications

Additional Skills

• Strong customer service and communication skills with the ability to explain technical issues to non-technical users.
• Strong organizational and time management abilities.
• Ability to manage multiple requests while maintaining attention to detail.
• Ability to follow established procedures and documentation practices.

CORE VALUES

All employees must be willing to live our company's core values.

Integrity – Exhibiting the highest moral, ethical, and legal standards. Doing the right thing even when no one is looking.

Teamwork – Putting team success over personal success and actively valuing the strengths and talents of others.

Trust / Respect – Seeing and believing in the good intentions of others and interacting in ways that make people feel valued.

Care / Compassion – Demonstrating kindness, concern, and empathy toward others.

Ownership / Accountability – Taking personal responsibility for one's work, actions, and outcomes while learning from mistakes.