Help Desk Support Specialist

About the role

This is an entry-level help desk support position focused on first-line user support for a company's IT infrastructure. The role covers account management, application support, endpoint troubleshooting and customer service, with all interactions documented in Zendesk.

Key responsibilities

• Handle password resets, MFA enrollments and identity verification through Caller Verify.
• Manage Active Directory attributes, group memberships and folder permissions.
• Assist with RingCentral call handling setups and user configurations.
• Support Cloudflare VPN connectivity and troubleshooting, and transfer and set up user data on new machines using Cloudflare and OneDrive.
• Troubleshoot Windows 11 endpoints, including logon, performance, hardware and configuration issues.
• Provide application support for Office 365, Zoom, Teams, Microsoft Edge, Adobe Acrobat, RingCentral UC, SnagIt and similar tools.
• Support entry-level line-of-business applications such as Applied Epic, Epic Connection Suite, Salesforce, WEX, carrier sites and various SaaS apps.
• Support Citrix environments, including disaster recovery and profile rebuilding for user sessions and backups.
• Set up printers for office and remote users, and support Zoom Rooms connectivity and AV troubleshooting.
• Help users set up personal equipment and mobile devices via Intune, and recover BitLocker-protected local machine accounts.
• Document every interaction in Zendesk and escalate or route issues to other teams as needed.

Required profile

• 6 months to 1 year of experience as a Tier 1 support agent.
• Basic troubleshooting experience.
• Customer service skills, pleasant and customer-focused, with critical thinking and good communication skills.

Required skills

• Microsoft Office 365 and Windows 11.
• Adobe Acrobat and basic knowledge of SaaS tools.
• Familiarity with mobile devices and their support.