Help Desk 1

Job Title: IT Help Desk Support Specialist Overview / Summary: The IT Help Desk Support Specialist serves as the first point of contact for technical support requests for district staff and students. This role provides efficient and professional IT support by diagnosing and resolving basic to moderately complex technical issues via phone and remote tools. The position also involves managing service requests, troubleshooting hardware and software issues, and escalating unresolved problems as needed. Key Responsibilities: Serve as the first point of contact for incoming calls, helpdesk tickets, and remote support requests Provide phone and remote support to resolve Level 1/1.5 technical issues, including password resets, account lockouts, software troubleshooting, and peripheral setup Diagnose and resolve hardware, software, and connectivity issues or escalate when necessary Accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system Escalate complex issues to Level 2 or specialized support teams with proper documentation Deliver clear instructions and basic training to users on common technical issues Assist in monitoring IT systems and report issues to appropriate teams Collaborate with IT teams to troubleshoot issues and improve support processes Maintain a high level of customer service and professionalism in all interactions Meet performance metrics and contribute to service efficiency and customer engagement goals Perform additional duties as assigned Required Qualifications: Bachelor’s degree in Information Technology, Business Administration, or related discipline Minimum of three (3) years of experience in technical support or help desk roles, preferably in an educational environment Basic knowledge of Windows and macOS operating systems Familiarity with software applications, including Microsoft Office Suite Understanding of network fundamentals, including Wi-Fi connectivity and troubleshooting Experience with remote desktop tools, call management, and helpdesk software Strong verbal and written communication skills Ability to document technical issues and resolutions accurately What Makes HTC A Great Place To Build Your Future HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies. At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks. Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected. #LI-Onsite #LI-SL1