Help Desk Specialist Job Description
We are seeking a Help Desk Specialist to provide top-notch support services to our clients.
Key Responsibilities:
* Respond promptly to client inquiries via phone, email, and remote support tools. Accurately log, diagnose, and resolve technical issues in a timely manner.
* Troubleshoot and resolve hardware (desktops, laptops, printers), software (Windows OS, Microsoft 365, antivirus), and basic network issues (Wi-Fi connectivity, VPN access, DNS/DHCP problems). Escalate complex issues to Tier 2/3 support when necessary.
* Use a ticketing system (preferably ConnectWise) to track, prioritize, and follow up on support requests. Ensure all interactions are documented and closed with client satisfaction.
* Create, modify, and deactivate user accounts in Active Directory, Microsoft 365, and other systems. Assist with password resets and access permissions.
* Perform routine checks on system health, backups, and endpoint security. Apply updates and patches as directed.
* Provide basic training and guidance to end-users on common applications, security best practices, and troubleshooting steps.
Required Skills and Qualifications:
* Minimum 1 year of experience in a Help Desk or IT Support role.
* Technical and working knowledge of:
* Windows 10/11 operating systems
* Microsoft 365 suite (Outlook, Teams, SharePoint, OneDrive)
* Basic networking concepts (IP addressing, firewalls, routers/switches)
* Remote support tools (e.g., TeamViewer, AnyDesk, ConnectWise Control)
* Active Directory and user account management
* Current unrestricted Australian Driver's License (required for onsite support).
* Familiarity with the ConnectWise Suite (Manage, Automate, Control)
Benefits:
This is a full-time employment opportunity based in Australia.