Job Description

IT Help Desk Support Specialist Overview Affirma is seeking a detail-oriented and customer-focused IT Support Specialist to provide technical support across a diverse user base, including retail store employees, corporate office staff, and remote users. This role will follow ITIL-based processes to ensure efficient, consistent, and high-quality support delivery.
Key Responsibilities

• Provide first-level technical support for software, hardware, and network connectivity issues.
• Respond to and resolve support tickets and service requests in a timely and professional manner.
• Support users across multiple environments, including retail stores, corporate offices, and remote locations.
• Handle common service requests such as: o Password resets o Software installations and updates o Basic system and connectivity troubleshooting
• Apply Incident Management best practices to: o Log, categorize, and prioritize support tickets accurately o Ensure proper escalation when needed
• Maintain clear and detailed documentation of: o Incidents o Problems o Changes
• Contribute to and update the knowledge base to improve future support efficiency and consistency.
• Follow ITIL framework concepts to ensure structured and standardized support processes.

Required Qualifications

• Experience in IT support, help desk, or a similar technical support role.
• Basic knowledge of: o Software, hardware, and network troubleshooting
• Familiarity with ticketing systems and support workflows.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to manage multiple tasks and prioritize effectively. Affirma is an Equal Opportunity Employer and does not make employment decisions or otherwise discriminates based on race, creed, color, national origin, sex, military status, sexual orientation, or the presence of any sensory, mental, or physical disability, genetic information, or any other category protected by law.