Help Desk Specialist Job at Prequel Solutions, Harrisburg, PA

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  • Prequel Solutions
  • Harrisburg, PA

Job Description

We are seeking a highly motivated Help Desk Level 1 Support technician to join our IT support team. This entry-level position is responsible for providing first-line technical support to internal users and resolving a wide range of IT-related issues. The ideal candidate will have a basic understanding of computer systems, strong communication skills, and a desire to help users solve technical problems.

Key Responsibilities

  • Provide First-Line Support : Serve as the initial point of contact for end users experiencing technical issues. Respond to support requests via phone, email, or ticketing system.
  • Troubleshoot Issues : Diagnose and resolve common hardware, software, and network problems, such as system crashes, slow performance, login issues, and basic software errors.
  • User Account Management : Assist with the creation, modification, and deletion of user accounts in accordance with company policies.
  • Password Resets & Access Control : Help users with password resets, account lockouts, and access permissions for various systems and applications.
  • Hardware Support : Provide basic support for hardware troubleshooting and assist with setting up new workstations, printers, and other devices.
  • Software Installation & Updates : Install and configure software applications, perform system updates, and ensure systems are running the latest security patches.
  • Ticket Management : Log, prioritize, and track all issues in the service desk ticketing system, ensuring timely resolution and escalations to higher-level support teams when necessary.
  • Customer Service : Deliver exceptional customer service by maintaining a helpful, patient, and professional attitude when interacting with users.
  • Documentation : Maintain clear and accurate documentation of issues, solutions, and processes for future reference.

Qualifications

  • Education : High school diploma or equivalent (Associate's degree or IT certifications such as CompTIA A+ is a plus).
  • Experience : 1+ year of experience in IT support, customer service, or a help desk role is preferred but not required.
  • Basic knowledge of computer hardware, software, and network troubleshooting.
  • Familiarity with operating systems (Windows, macOS, etc.) and common office applications (Microsoft Office Suite, etc.).
  • Strong problem-solving skills and ability to learn quickly.
  • Excellent communication skills, both verbal and written.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Job Tags

Work at office,

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