GSummary & Objective
The Help Desk Support Specialist – Level 1 is a proactive, customer-focused professional responsible for providing first-level technical support to internal staff. This role involves diagnosing and resolving technical issues, assisting with IT-related inquiries, and ensuring support tickets are resolved in a timely and effective manner.
The position plays a vital role in supporting hybrid and remote environments and ensuring a positive experience for all users.
Essential Functions
- Provide prompt, friendly, and professional support via phone, email, chat, or remote tools.
- Support users with hardware, software, networking, and cloud-based applications (e.g., Microsoft 365, etc.).
- Manage and track help desk tickets in the ticketing system.
- Troubleshoot and resolve issues related to desktops, laptops, mobile devices, and collaboration tools.
- Guide users on email and best practices, including phishing awareness and multi-factor authentication (MFA).
- Document issues and resolutions to maintain an updated internal knowledge base.
- Assist with by setting up accounts, hardware, and software for new employees.
- Provide remote and on-site support as required, ensuring minimal downtime for end users.
- Collaborate with other IT teams and escalate complex issues when necessary.
- Support compliance and security standards to protect company systems and data.
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Other Duties
- Pursue special assignments as instructed by Director of IT.
- Assist in any way possible during emergencies.
- Maintain your required certifications and mandatory skill updates.
- Standard office hours with occasional on-call, after-hours, or weekend support during critical events or updates.
- Work may be performed on-site, remotely, or in a hybrid environment depending on business needs.
- Flexibility to adjust priorities and schedules as needed.
- Multiple travel to company facilities for on-site support.
- Comply with all policies, local, state and federal laws and regulations.
- Perform other duties as assigned.
Supervisory Responsibility
- May serve as an interim department leader depending on need
Physical Requirements
- Must be able to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds, walk, climb stair or ladders, stand on feet for extended periods of time, etc.
- Works in office environment with moderate to loud noise level.
- Subject to frequent interruptions.
- Work schedule may include working beyond typical schedule, including weekends and holidays.
- Hand dexterity required for data entry on keyboard, requiring finger dexterity and eye-hand coordination.
Disclaimer
The job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
EEOC Statement
CHS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Knowledge & Experience Requirements
- High school diploma or equivalent required.
- Bachelor’s degree in information technology, Computer Science, or related field preferred.
- Prior experience in IT support or a help desk role preferred.
- Experience troubleshooting hardware, software, networking, and cloud services (e.g., Microsoft 365, etc.).
- Strong communication and interpersonal skills for working with staff at all levels.
- Knowledge of operating systems (Windows, macOS) and mobile devices.
- Familiarity with ticketing systems and remote support tools.
- Ability to manage time effectively, handle multiple tasks, and remain calm under pressure.
- Strong problem-solving mindset with attention to detail.
- CompTIA A+ or CompTIA Security+
- Must have a valid Florida driver's license.
- Must be able to read, write and understand the English language
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