Job Description
Join our dynamic IT team in Fort Wayne and become the hero behind seamless user experiences! We're seeking a passionate Help Desk Support Specialist to deliver exceptional technical assistance to our growing client base. If you thrive in problem-solving environments and excel at translating complex tech jargon into simple solutions, this role is your next career leap. Enjoy competitive benefits, modern workspaces, and opportunities for skill advancement in a company that values innovation and employee growth.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and remote assistance for hardware/software issues
- Diagnose and resolve system malfunctions, network connectivity problems, and application errors
- Document all support tickets using ServiceNow with detailed resolution steps
- Collaborate with senior engineers on complex escalations and system improvements
- Conduct user training sessions on new software deployments and security protocols
- Maintain asset inventory and assist with software/hardware procurement
- Monitor system health and proactively address potential technical risks
Qualifications
- 2+ years of experience in IT help desk or technical support role
- CompTIA A+ or equivalent certification (Network+/Security+ a plus)
- Proficiency in Windows OS, Microsoft 365, and Active Directory
- Strong diagnostic skills with hardware troubleshooting (printers, workstations, peripherals)
- Experience with ticketing systems (ServiceNow, Zendesk, Jira)
- Excellent communication skills with ability to explain technical concepts non-technically
- Customer-focused mindset with ability to remain calm under pressure