Associate Help Desk Specialist

Summary /

Objective:

The Help Desk Specialist provides technical support to employees across hardware, software, identity, and access-related technologies, ensuring reliable and secure IT service delivery. This role serves as a key point of contact for incoming IT support requests and is responsible for diagnosing and resolving issues of varying complexity, restoring service when possible, documenting incidents and resolutions, and coordinating escalation when advanced expertise or cross-functional intervention is required. While the role participates in request intake, it extends beyond basic troubleshooting through independent problem resolution, effective handoff management, and ownership of issues through completion.

The Help Desk Specialist plays a critical role in the day-to-day operation of IT services, contributing to timely issue resolution, accurate documentation, knowledge sharing, and a consistently positive end-user experience. The position requires sound technical judgment, strong customer service skills, and the ability to work effectively across teams to support operational stability and continuous improvement.

Essential Functions:

Demonstrate a proactive mindset and commitment to continuous learning Prioritize the end user experience while balancing operational, security, and policy requirements Serve as a primary point of contact for employees seeking technical assistance via phone, email, ticketing system, and limited in person support Provide on site and remote desktop support for employee workstations and end user technologies Troubleshoot and resolve issues related to: Windows operating systems Microsoft 365 applications (Outlook, Teams, OneDrive, Office) User account access, password resets, and new user onboarding Printers, scanners, and standard peripherals Network and internet connectivity issues within a defined support scope Install, configure, maintain, and replace end user hardware and software in accordance with established standards Provide support for mobile devices using iOS and Android platforms Accurately document, track, update, and manage incidents and service requests within the IT service management system Follow established IT security policies, troubleshooting procedures, and best practices, escalating issues appropriately based on complexity, risk, or impact Communicate clearly and consistently with end users regarding issue status, resolution steps, and expectations Maintain and contribute to documentation related to common issues, troubleshooting steps, and support procedures Participate in on call rotations, including evenings, weekends, and holidays as required Maintain professionalism, punctuality, and adherence to departmental policies Maintain a clean, organized, and professional work environment Perform other related duties as assigned in support of IT operations Associate Specialists focus on developing foundational technical and operational skills while delivering reliable frontline support under guidance. Perform routine troubleshooting and support tasks with structured guidance and oversight Resolve common, well-documented issues using established procedures and knowledge base resources Accurately document incidents, actions taken, and resolutions within the ticketing system Identify issues that exceed defined scope and escalate appropriately to higher-tier support Assist with workstation setups, equipment deployments, and end-user onboarding activities Participate in training and skill development to expand technical and troubleshooting capabilities Demonstrate professional communication skills and a customer-focused approach to support

Knowledge/Skills/Abilities:

Strong customer service orientation with the ability to interact professionally, respectfully, and effectively with both technical and non technical users Working knowledge of Windows desktop operating systems, Microsoft Office and Microsoft 365 applications, and common PC hardware components and peripherals used in enterprise environments Ability to follow written procedures and apply logical, methodical troubleshooting processes to diagnose and resolve technical issues Strong written, verbal, and interpersonal communication skills, including the ability to translate technical information into clear, user appropriate language Strong organizational and time management skills with attention to detail and accuracy Ability to prioritize tasks and manage multiple support requests simultaneously across multiple channels, including phone, ticketing systems, email, and in person interactions Ability to work independently with minimal supervision while collaborating effectively as part of a team Ability to document technical issues, actions taken, and resolutions clearly and accurately within ticketing and documentation systems Willingness and ability to learn new technologies, tools, and processes, and to retain and apply technical information over time Ability to multitask and adapt to changing responsibilities, shifting priorities, and evolving operational needs with minimal supervision Ability to exercise sound judgment in determining appropriate resolution steps and when escalation is required Ability to maintain professionalism, discretion, and composure in a fast paced support environment Required Education and/or Work Experience High school diploma or equivalent required 0-2 years of experience in customer service, technical support, IT support, or a related field Coursework, certification, or active enrollment in Computer Science, Information Technology, Information Security, or other STEM related fields preferred Demonstrated interest in technology, troubleshooting, and end user support Preferred Education and/or

Work Experience:

Approximately two (2) years of end user technical support, customer service, or related experience Associate or bachelor's degree in information technology, computer science, information security, or a related STEM field (completed or in progress) Students actively pursuing a relevant degree are strongly encouraged to apply Entry level IT certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or equivalent coursework Exposure to enterprise IT environments, including structured ticketing systems and standardized support processes Interest in supporting users in regulated or security conscious environments, such as healthcare

Required Certificates, Licenses and Registrations:

None required •PSW does not typically hire at the top of the pay range •

Benefits:

401(k) 401(k) matching Dental insurance Disability insurance Flexible Spending Account (FSA) Health Savings Account (HSA) Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance