Helpdesk Support Specialist I

Job Description

Job Description

The Helpdesk Support Specialist provides technical assistance and support to end-users experiencing issues with computer systems, software, hardware, or other technology-related problems. The primary goal of this role is to help users resolve their issues quickly and ensure they can effectively use the organization’s technology resources. This position will sit in our Staunton, VA office onsite, Monday-Friday, 8am-5:00pm (1 hour for lunch).

Essential Duties & Responsibilities

• Issue Resolution: Diagnose and troubleshoot technical problems reported by users, providing effective solutions or workarounds.
• Customer Assistance: Offer guidance and support to end-users, helping them understand and use software applications, hardware devices, and technology tools.
• Communication: Clearly communicate technical information to non-technical users in an understandable manner, both verbally and in writing.
• Ticket Management: Record, track, and manage technical issues through a ticketing system to ensure timely resolution of all reported problems.
• Remote Assistance: Provide technical support remotely via phone, chat, or remote desktop tools for users in various locations.
• Documentation: Create and update user guides, FAQs, and troubleshooting articles to help users independently resolve common issues. Maintain compliance with policy and standards
• Training: Conduct basic training sessions or user orientations to enhance understanding of technology systems and reduce recurring issues.
• Escalation: Escalate complex or unresolved issues to higher-level IT support teams or specialists when necessary.
• Continuous Learning: Stay informed about emerging technologies, tools, and troubleshooting methods to provide effective and up-to-date support.
• Security Awareness: Apply basic security principles and assist users with security-related concerns.
• Knowledge Base Management: Develop and maintain a knowledge base of common issues and resolutions.
• Adaptability: Learn and adapt quickly to new technologies, tools, and processes as the IT environment evolves.
• Time Management: Prioritize and manage multiple support requests effectively to maintain service levels.
• Soft Skills: Demonstrate patience, empathy, and professionalism, especially when assisting frustrated or stressed users.
• Scripting & Automation (Preferred): Basic understanding of scripting languages or automation tools to streamline repetitive tasks.
• Physical Requirements: Ability to install, move, setup software and set up computer equipment on the manufacturing floor, office setting and in other work areas as needed. May require bending, lifting up to 20lbs, or standing for extended periods.

Qualification

• 1–2 years of hands-on experience in IT support, helpdesk, or technical assistance role.
• Associate’s degree in Information Technology, Computer Science, or a related field.
• Strong problem-solving, communication, and customer service skills.
• Familiarity with ticketing systems and remote support tools.
• Basic knowledge of networking, operating systems (Windows), and common office software.
• Experience with Comptia A+, Active directory and Office 365 from an administrative side is a plus.