Help Desk Support Specialist – Level 1

About the job

Overall Responsibility

Provide tier 1 IT support to users. Assist with client hardware and user management tasks at direction of the US Infrastructure Manager.

Key Task and Responsibilities

  • Resolve US Help Desk requests for user and client hardware issues, or at direction of the Service Desk Mgr.
  • Network user administration, including on-boarding and off-boarding users, and group management.
  • Configure and maintain client computers, including desktops, laptops, and tablets.
  • Deploy and maintain printers, including coordinating scheduled maintenance with printer vendors.
  • Support and administer Mitel VoIP Phone System.
  • Provide support for remote workers via TeamViewer and Teams.

Skills and Attributes

  • Supporting client computers in all common form factors (laptop, desktop, tablet)
  • Leveraging remote support tools such as TeamViewer to support a distributed workforce
  • Work within a formal support ticketing framework, preferably JIRA
  • Configuring and maintaining local and enterprise printer hardware, preferably Canon.
  • Microsoft Active Directory user administration.
  • Excellent communication and problem solving skills.
  • Strong customer service and support orientation.
  • Ability to deal with multiple time critical priorities.
  • Manage corporate cellphones

Desirable certifications:

  • A+
  • Network+
  • MCP (any)


Experience Required

  • Minimum 2 years providing desktop support in a corporate environment
  • Minimum 2 years working with a formal support ticketing system
  • Minimum 2 years experience with Active Directory user management

Customer Service / Information Technology

Tagged as: business, customer service, help desk, information technology, it