jazzhr
Desktop Support Specialist
Infinity Natural Resources
Morgantown, USA
Full-time
Entry
Hybrid
Discovered 1 weeks ago
Free
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- Provide timely and professional front-line support by responding to, resolving, and escalating help desk tickets and support requests.
- Maintain clear and proactive communication with requesters and stakeholders regarding the status of open requests and issues.
- Manage the full lifecycle of employee setups: Configure new user hardware, install software, and provision accounts/access according to company procedures.
- Troubleshoot and promptly resolve hardware, software, and connectivity issues for a wide range of devices, including desktops, laptops, printers, and mobile devices.
- Deliver first-level technical support for critical systems, including core business software, email platforms, and VPN connections.
- Support employee transitions by assisting with onboarding and offboarding tasks such as basic orientation, account creation/disabling, and equipment deployment/recovery.
- Contribute to IT operational efficiency by assisting with the accurate maintenance of the IT asset inventory.
- Document solutions by developing knowledge base articles for routine support activities to empower users and other technicians.
- Ensure procedural compliance by strictly adhering to Corporate and IT policies, standards, and SOPs, with a focus on Change, Problem, and Incident Management processes.
- Actively participate in issue resolution and formal incident response activities.
- Associate’s degree or technical certification (e.g., CompTIA A+, Microsoft Certified) in Information Technology or a related field with 2 years of experience in a help desk, IT support, or desktop technician role. Will consider four years of relevant, hands-on IT support experience in lieu of formal education/certification.
- Proven foundational knowledge of Windows operating systems (Windows 10/11) and standard desktop applications (e.g., MS Office 365/Google Workspace).
- Demonstrated ability to troubleshoot and resolve basic hardware, software, and network connectivity issues.
- Strong verbal and written communication skills with the ability to clearly and patiently explain technical issues to non-technical users.
- Excellent organizational and time management skills to efficiently prioritize and handle multiple requests simultaneously.
- A proven customer service orientation with a professional and courteous demeanor, including the ability to maintain confidentiality and handle sensitive information.
- Ability to work independently and collaboratively in a dynamic environment, coupled with a willingness to strictly follow standard operating procedures and technical documentation.
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