IT Helpdesk Specialist

About the role

The IT Helpdesk Specialist will serve as the primary point of contact for end‑users, diagnosing and resolving hardware, software and security issues across desktops, laptops and printers. You will work in a 24x7 shift environment, collaborating with infrastructure, systems and cybersecurity teams to ensure smooth IT operations.

Key responsibilities

• Diagnose and resolve complex hardware and software problems on end‑user devices.
• Monitor, respond to and close tickets in the ITSM tool, acting as an escalation point for Level 1/2 requests.
• Provide support for Microsoft 365 applications, including Outlook, Teams, SharePoint and OneDrive.
• Manage user accounts, groups and permissions in Active Directory, handling onboarding and off‑boarding processes.
• Support MFA, conditional access, mobile device management and BitLocker encryption, including key recovery.
• Deploy and maintain endpoint configurations and software via SCCM or Intune.
• Oversee Windows updates, security patches and device compliance, ensuring endpoint protection and antivirus standards.
• Assist with procurement, asset tracking and inventory of IT equipment.
• Document troubleshooting steps, known errors and standard operating procedures.

Required profile

• 2‑3 years of experience in helpdesk or service‑delivery environments.
• Bachelor’s or master’s degree in Engineering, Information Technology or related field.
• Strong verbal and written communication skills.
• Ability to work both independently and collaboratively within a shift‑based, onsite setting.

Required skills

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory user and group management
• MFA, Conditional Access and Mobile Device Management (MDM)
• BitLocker encryption and key recovery
• SCCM and Intune for endpoint deployment
• Windows Update and security patch management
• Endpoint protection, antivirus and encryption compliance
• PowerShell scripting (also VB, Macros, SQL, Python)
• Excel for reporting (basic formulas, filters, formatting)