Help Desk Specialist

As an Enterprise IT (EIT) Service Desk Specialist, you will play a critical role in ensuring seamless IT support for IMO employees, consultants, and interns—whether onsite or remote. Your focus on exceptional customer service and technical expertise will help maintain operational efficiency and drive productivity across the organization. You’ll be part of a collaborative team that reviews, prioritizes, and resolves incidents and service requests, ensuring timely follow-up and comprehensive documentation. When necessary, you’ll escalate complex issues to specialized resources, all while contributing to the continual improvement of IT processes and solutions.

• Minimize downtime by promptly addressing technical issues to prevent workflow interruptions. 
• Build strong cross-departmental relationships by delivering reliable and proactive IT support. 
• Uphold and refine processes to provide best-in-class customer and IT services. 
• Enhance the organization’s overall technical efficiency through innovative problem-solving. 

• Develop creative technical solutions for a wide range of challenges. 
• Understand the critical role a high-functioning helpdesk plays in driving organizational success. 
• Expand your technical capabilities to push the limits of your career potential. 
• Master the art of assisting both remote and onsite teams with unique tools and systems. 

• Provide exceptional technical support for IMO employees, consultants, and interns. 
• Diagnose, troubleshoot, and resolve hardware, software, and network issues for local and remote end-users. 
• Educate end-users on the effective use of IT-supported hardware and software applications. 
• Log and manage incidents using an established tracking system; monitor progress, identify patterns, research solutions, and document resolutions. 
• Address Windows and Mac OS issues, including researching, testing, and implementing solutions. 
• Configure new and existing workstations, peripherals, and services according to EIT standards. 

• 2–3 years of service desk experience. 
• Strong expertise in troubleshooting workstation and laptop hardware/software, Microsoft Windows 10, and Office 365. 
• Understanding of DNS, DHCP, VLAN, ACL, VPN, and QoS is a plus. 
• A+ certification, Mac OS experience, or a degree in Computer Science is a plus. 
• Demonstrated commitment to excellent customer service and teamwork. 
• Logical thinking and the ability to resolve issues efficiently. 
• Capacity to thrive in a fast-paced environment, learn new skills, and meet deadlines.