Job Description
Join TechNova Solutions as a Help Desk Support Specialist and become the hero of our team! We're seeking a tech-savvy problem-solver to deliver exceptional IT support to our dynamic workforce. If you thrive in fast-paced environments and have a passion for customer satisfaction, this is your moment to shine. Enjoy competitive pay, comprehensive benefits, and a collaborative culture where your skills make an immediate impact.
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and remote tools for hardware/software issues
- Diagnose and resolve network connectivity problems, OS malfunctions, and application errors
- Manage service tickets in JIRA with clear documentation and timely resolution
- Deploy and configure Windows/macOS devices, peripherals, and mobile devices
- Assist with cybersecurity protocols including password resets and phishing awareness
- Collaborate with Tier 3 engineers on complex escalations
- Create knowledge base articles for recurring issues
- Support onboarding/offboarding processes for 100+ employees
Qualifications
- 2+ years of IT help desk or desktop support experience
- Expertise in Windows 10/11, macOS, and Office 365
- CompTIA A+/Network+ certification or equivalent
- Proficiency with remote support tools (TeamViewer, AnyDesk)
- Strong diagnostic skills for hardware/software troubleshooting
- Exceptional communication and conflict resolution abilities
- Experience with ITSM platforms (ServiceNow/JIRA preferred)
- Ability to work flexible hours including occasional on-call duty