IT Help Desk Specialist

Summary

AOI is seeking a customer-oriented and technically proficient IT Help Desk Specialist to join our on-site IT infrastructure team. In this role, you will serve as the first line of defense for all internal technical issues, managing user accounts and keeping our local workspace running smoothly. This position is ideal for an entry-level to mid-level professional who thrives in a hands-on environment, loves problem-solving, and enjoys collaborating face-to-face with colleagues to resolve everyday technical roadblocks.

Job Responsibilities

• Provide timely, customer-focused technical support to onsite employees in person, by phone, and through the ticketing system.
• Install, configure, troubleshoot, and maintain Windows 11 laptops, desktops, and peripherals, and support existing Windows 10 devices where still in use under AOI's approved support procedures.
• Troubleshoot common Microsoft 365 application issues, including Outlook, Teams, and Excel, and guide employees through practical solutions.
• Support routine user account administration in Active Directory and Microsoft Entra ID, including account setup, password resets, and access troubleshooting, following approved IT procedures.
• Manage support tickets from intake through resolution or escalation. Prioritize requests by business impact, document troubleshooting and outcomes, keep users informed, and escalate complex issues to the appropriate IT team.
• Prepare and deploy workstations for new hires, including computers, monitors, docking stations, printers, and desk phones; verify that equipment is ready for use.
• Troubleshoot basic Wi-Fi, Ethernet cabling, and VPN connectivity issues, and coordinate with the IT team when additional network support is needed.
• Create and update knowledge base articles and user guides that help employees resolve common issues and support consistent troubleshooting.

Qualifications

Required

• 1–3 years of experience in an IT help desk, desktop support, or equivalent technical customer service role.
• Practical ability to troubleshoot Windows operating systems and core Microsoft 365 applications, including Outlook, Teams, and Excel.
• Hands-on experience or foundational familiarity with Active Directory and Microsoft Entra ID account administration.
• Basic understanding of computer hardware, peripherals, and Wi-Fi, Ethernet, and VPN connectivity troubleshooting.
• Strong interpersonal and communication skills, with patience and empathy when assisting nontechnical employees.
• Ability to organize support requests, document work clearly, and follow through on issues while coordinating with colleagues.

Preferred

• Degree or coursework in Information Technology, Computer Science, or a related technical or trade field.
• CompTIA A+, Network+, or Security+ certification.
• Relevant Microsoft certifications, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), or previously earned Microsoft 365 Fundamentals (MS-900).