Help Desk Support Specialist

Help Desk Support Specialist

Location: Beaumont, TX

Department: Information Technology 

Reports To: IT Support Manager / IT Manager

Rate: $20.00-$22.00/hour

ALL CANDIDATES MUST BE AUTHORIZED TO WORK IN THE US WITHOUT VISA SUPPORT.

Position Summary

We are seeking a Level 1 Help Desk Support Specialist to serve as the first point of contact for users experiencing technical issues. This position provides frontline assistance with passwords, software, computer equipment, account access, and basic network connectivity.

The ideal candidate combines foundational technical knowledge with strong customer service skills and a patient, organized approach to troubleshooting. This role follows established procedures, knowledge base articles, and troubleshooting guides to resolve routine requests and escalate more complex issues.

Key Responsibilities

• Respond to support requests received by phone, email, ticketing system, or other designated channels.

• Create, categorize, prioritize, and update support tickets with accurate descriptions and troubleshooting notes.

• Reset passwords, unlock accounts, and assist users with sign-in issues after completing required identity verification.

• Assist with approved software installations, routine updates, and basic application questions.

• Set up and troubleshoot printers, monitors, keyboards, mice, and other peripherals.

• Perform basic network connectivity checks, including verifying cables, checking Wi-Fi connections, and using tools such as ipconfig.

• Create user accounts and assign approved basic access permissions in Active Directory or similar systems.

• Troubleshoot common browser issues by clearing cache and cookies or adjusting approved settings.

• Assist with workstation setup and basic technology orientation for new employees.

• Use approved remote support tools to guide users through routine troubleshooting.

• Follow documented procedures and escalate unresolved or complex problems to Level 2 support with complete supporting information.

• Communicate ticket status and resolutions clearly and professionally.

• Contribute to knowledge base articles and identify recurring issues.

• Follow company security policies, access controls, and data protection procedures.

Required Qualifications

• High school diploma or equivalent.

• Foundational knowledge of Windows operating systems, Microsoft 365 applications, and common computer equipment.

• Ability to troubleshoot basic software, hardware, printer, and connectivity issues.

• Familiarity with user accounts, passwords, and basic access permissions.

• Strong customer service, verbal communication, and written documentation skills.

• Ability to follow technical instructions and explain troubleshooting steps to users with varying levels of technical knowledge.

• Ability to manage multiple requests, maintain accurate records, and recognize when escalation is needed.

Preferred Qualifications

• Previous help desk, desktop support, technical customer service, or related experience.

• Technical coursework, an associate degree in a related field, or equivalent hands-on experience.

• CompTIA A+ or other relevant entry-level IT certification.

• Familiarity with Active Directory, ticketing systems, and remote support tools.

Success in This Role

Success means resolving routine issues promptly, maintaining accurate ticket documentation, providing a positive support experience, and ensuring complex problems reach the appropriate technical team with the information needed for resolution.

Candidates must:

• Be able to drive and have Vehicle
• Pass Drug test
• Pass Background