Help Desk Support Specialist

JOB TITLE: Help Desk Support Specialist

GENERAL OVERVIEW OF KEY ROLES & RESPONSIBILITIES:

The Help Desk Support Specialist will be responsible for providing user support on a variety of different issues. This individual will identify, research, and resolve technical problems. The person occupying this position will also be responsible for tracking, monitoring, and documenting problems to ensure timely resolution. This position acts as the primary point of contact for WES users (employees or Independent Contractors) facing technical difficulties. This role blends technical troubleshooting with customer service to ensure hardware and software systems operate efficiently.

ESSENTIAL & CORE FUNCTIONS:

• User Support: Respond to inquiries and resolve technical issues for internal employees or external clients.

• Site Visits: Routine site visits to handle site specific issues.

• Troubleshooting: Diagnose and fix problems with computers, peripherals, applications, and network access.

• Communication: Provide clear, simple instructions and walk users through solutions.

• Ticket Management: Log, track, route, and resolve support tickets in a timely manner.

• Documentation: Record interactions, update customer data, and Open/Close tickets on our ticketing system.

• Escalation: Escalate unresolved or complex issues to higher-level IT staff.

• Installation & Maintenance: Perform basic hardware/software installations, upgrades, and repairs.

• Follow-up: Ensure problems are fully resolved and users are satisfied.

PREREQUISITES & QUALIFICATIONS FOR THE POSITION:

• Technical Proficiency: Strong understanding of operating systems (Windows, macOS, iOS), office suites (Microsoft 365, Google Workspace), and basic networking (TCP/IP).

• Soft Skills: Exceptional patience, active listening, and verbal/written communication skills are essential for dealing with frustrated users.

• Problem-Solving: The ability to use diagnostic tools and logical reasoning to identify root causes and implement effective solutions.

• Certifications: Frequently requested credentials include CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.

• High school diploma or equivalent and MCP Certification preferred.

• College degree required in lieu of MCP Certification.

• MCSE Certification is highly preferred.

• Knowledge of Windows networks, Active Directory, Microsoft Operating systems, and the full Microsoft Suite of desktop products required.

• CLEARANCES: FBI clearance, criminal history check and child abuse history clearance required.

• Valid driver's license is required.

COMPETENCIES & PERSONAL CHARACTERISTICS

• Strong problem-solving and diagnostic skills.

• Excellent customer service and communication (verbal & written).

• Patience and ability to deal with frustrated users.

• Proficiency with IT tools (ticketing systems, remote access, Active Directory).

• Knowledge of operating systems (Windows/Mac) and common software (SHAREFILE, OUTLOOK, EMR/MEDICAL RECORDS, DYNAMICS, ZOOM, ETC)

• Ability to learn and adapt to new technologies.

ADDITIONAL RESPONSIBILITIES:

• Perform other duties and special projects assigned.

0RGANlZATIONAL ACCOUNTABILITY & RELATIONSHIPS:

• The individual is to be supervised by the Director of MTS.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

GENERAL SIGN OFF:

The employee is expected to adhere to all agency policies and to act as a role model in adherence to agency policies.

I have read and understood this explanation and job description.

Signature: __________________________________

Date:

Human Resources Signature: Date