IT Help Desk Specialist

About the role

Datacor is seeking a motivated Level 1 IT Support Help Desk Technician to provide first‑line technical assistance for end‑users worldwide. The role ensures smooth daily technology operations by troubleshooting issues, handling account requests, and escalating complex problems when needed.

Key responsibilities

• Serve as the first point of contact for all employees and contractors via the ticketing system.
• Troubleshoot and resolve basic hardware, software, and network‑related issues.
• Assist with account setups, password resets, and user access requests.
• Log, track, and document incidents and requests in the IT ticketing system.
• Escalate complex issues to Level 2/3 support or specialized teams.
• Provide guidance on standard software, systems, and IT best practices.
• Support installation, configuration, and updates of desktops, laptops, and peripheral devices.
• Maintain professionalism and empathy when interacting with users.
• Contribute to knowledge‑base articles and user guides.
• Create new users within the Okta/M365 system and assist with SSO access.

Required profile

• High school diploma or equivalent (Associate’s or Bachelor’s in IT preferred).
• 1‑2 years of IT support or help‑desk experience.
• Basic knowledge of Windows and/or macOS, Microsoft 365, and common business applications.
• Familiarity with networking fundamentals such as TCP/IP, DNS, and DHCP (a plus).
• Excellent customer‑service orientation.
• CompTIA A+, ITIL Foundation, or similar certifications (a plus).
• Strong verbal and written communication skills in English.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365
• Okta (identity and SSO management)
• Single Sign‑On (SSO) concepts
• TCP/IP networking
• DNS
• DHCP
• Ticketing system usage