Help Desk Specialist / IT Support Technician - MJ Boyd Consulting : Job Details

Job Summary

Our client is looking for a Help Desk Specialist to provide technical support and assistance to employees or customers. The ideal candidate will have strong problem-solving skills, excellent communication, and the ability to troubleshoot various hardware, software, and network issues.

Key Responsibilities

✔ Provide Tier 1 & 2 Technical Support

• Respond to IT support requests via email, phone, or ticketing system
• Diagnose and resolve hardware, software, and network issues
• Escalate complex problems to higher-tier IT support when necessary

✔ Manage IT Assets & Systems

• Install, configure, and update software and hardware
• Maintain user accounts, access control, and permissions (Active Directory, Google Workspace, etc.)
• Ensure proper documentation of technical issues and resolutions

✔ Support Cloud & SaaS Applications

• Assist users with Office 365, Google Workspace, and other productivity tools
• Troubleshoot VPN, remote desktop, and cloud-based applications

✔ Security & Compliance

• Educate users on best practices for IT security
• Support data backup and recovery processes
• Monitor and report potential security threats

Required Skills & Qualifications

Education:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience)
• Language: English & Spanish

Technical Skills:

• Experience with Windows, macOS, and Linux troubleshooting
• Knowledge of networking (DNS, DHCP, VPN, TCP/IP)
• Familiarity with ticketing systems (Jira, ServiceNow, Zendesk)
• Basic scripting (PowerShell, Bash) is a plus

Soft Skills:

• Strong problem-solving and multitasking abilities
• Excellent communication skills for non-technical user
• Ability to work in a fast-paced environment

Preferred Qualifications (Nice to Have)

• IT certifications (CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator)
• Experience with enterprise security tools (firewall, antivirus, endpoint protection)
• Previous experience in a customer-facing IT support role.