Job Description

Help Desk Specialist

About the role

Acousti Engineering Company is hiring a Help Desk Technical 1 to be the first point of contact for our staff's technology needs. They will primarily work from our ticketing system. Using the tools provided they will answer questions, run diagnostics, isolate problems, and escalate tickets when necessary. They will also support laptops, desktops, iPads, printers, and business applications.

Help Desk person will do the following:

Help desk support:

• Be the first point of contact for technical issues by phone, email, ticket, walk-up, and Teams.
• Document in our helpdesk system the problem and the steps taken to resolve it.
• Follow up with users to confirm the issue is fixed and gather feedback.
• Teach new users basic computer practices and how to use our core tools.
• Document and update standard operating procedures. Write how-to guides and knowledge base articles for common fixes.

Hardware, software, and basic network troubleshooting

• Diagnose and repair hardware on Dell laptops, Lenovo laptops, Macs, and iPads.
• Configure, modify, and repair computer hardware, software, and peripherals for users.
• Troubleshoot printers in PrinterLogic including drivers, network connections, print queues, and scanning.
• Provide first-line support for business applications such as Adobe Acrobat, Microsoft 365 Apps for enterprise, BuzzBid, and MeasureSquare, including installation, user access, and software upgrades.
• Leverage GoTo Resolve to keep computers running well through routine cleanup, updates, and maintenance.

Accounts and devices

• Onboard new employees: create accounts in Active Directory or Microsoft Entra ID, assign Microsoft 365 licenses and groups, and enroll and set up devices through Intune.
• Offboard departing employees: disable accounts, remove licenses and access, convert or forward mailboxes as needed, communicate with management, reset devices as needed.
• Prepare, image, and deploy new equipment, and keep the hardware inventory up to date.

Qualifications

• 1+ year of hands-on IT support experience, which can include internships, part-time work, or school projects.
• Solid troubleshooting skills on Windows laptops and desktops.
• Basic networking troubleshooting (Wi-Fi, ISP, IP, DNS).
• Basic familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) from an end-user support perspective.
• Clear and patient communication with non-technical users, in person and over the phone.
• Ability to document work accurately in a ticketing system and follow through until an issue is closed in a timely manner.

Preferred Qualifications

• Hands-on experience with Microsoft Entra ID, the Microsoft 365 admin center, and Intune (user creation, licensing, device enrollment, compliance policy troubleshooting, Fresh start).
• Experience supporting macOS and iPadOS, including Workspace One, Apple Store Purchasing, Managed Apple Accounts, and Apple Business Manager.
• Experience with ISPs, network monitoring, or handling outage alerts.
• Associate or Bachelor's Degree in Information Technology or a related field.
• Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or Google IT Support Professional Certificate.

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