IT Help Desk Technician / Support Specialist
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Key skills for this role
About the Role
Provide technical support, troubleshoot issues, manage user accounts, maintain IT assets, and document processes while ensuring excellent customer service.
Key Skills for This Role
Full Job Posting
• Technical Support & Troubleshooting
Provide first-line technical support via phone, email, chat, and in-person.
Diagnose and resolve hardware, software, and network issues.
Escalate complex problems while maintaining ticket ownership.
Install and configure Windows/macOS and business applications like Microsoft 365.
• Customer Service & Communication
Act as the primary point of contact for IT inquiries.
Document all support requests and resolutions in the ticketing system.
Provide regular updates to users and build strong, positive professional relationships.
• System & User Administration
Assist with user account management, including creation, disabling, and permission changes in Active Directory/Microsoft 365.
Configure new workstations and peripheral equipment.
Perform basic network troubleshooting (connectivity, VPN, Wi-Fi).
• IT Asset Management
Maintain accurate inventory of all IT hardware and software.
Assist in the procurement process for new equipment and licenses.
• Documentation & Knowledge Base
Create and update technical documentation and how-to guides.
Contribute to the IT knowledge base to improve team efficiency and enable user self-service.
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