Help Desk Support Specialist

Liberty Tax

. Provide rapid response to service interruptions, outages, service requests, and incidents received through telephone, email, chat, instant messaging, and web .

Posted 10/28/2026full-timeVirginia Beach • Virginia • United StatesJuniorMid-Level💰 $0 - $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Support, including troubleshooting technical incidents and managing service requests using TASC. Proficient in technical communication and documentation, with a strong understanding of IT Service Management standards and operational policies.

Highest-signal resume keywords

IT Support Software KnowledgeTechnical Communication SkillsTroubleshooting SkillsTASC Incident ManagementIT Service Management Standards

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

TroubleshootingTechnical DocumentationIncident TrackingSoftware InstallationHardware UpgradingRemote SupportTechnical CommunicationOperating Information Technology SystemsService Request FulfillmentKnowledge Base Updates

Soft Skills

Complex Instruction CommunicationResearch Skills

Tools & Technologies

Technical Assistance Solution Center (TASC)IT Support Monitoring Tools

Industry Keywords

IT SupportService InterruptionsService RequestsOperational PoliciesBest Practices

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide rapid response to service interruptions, outages, service requests, and incidents received through telephone, email, chat, instant messaging, and web
Record user and incident information in the Technical Assistance Solution Center (TASC)
Prioritize, track, troubleshoot, and resolve common incidents and client service requests
Escalate complex or high-priority incidents to specialized support groups
Verify solutions, update ticket information, and close tickets in TASC
Update technical information databases and knowledge bases
Install or upgrade end-user software and hardware
Fulfill IT service requests involving accounts, groups, applications, and hardware
Troubleshoot customer technical incidents on-site and in a remote support environment
Manage and maintain workstations, laptops, printers, and other end-user devices
Perform additional duties based on supervisor direction, workload, and department needs

Requirements

What you’ll need

Minimum of two (2) years in fields utilizing the required knowledge, skills, and abilities, or an equivalent combination of experience and training
Education and experience above the high school level, or equivalent combination of experience and training
Knowledge of IT Support software and monitoring tools
Knowledge of IT Service Management standards and best practices
Knowledge of IT Support operational policies, standards, and procedures
Skill in technical communication, research, troubleshooting, and basic technical documentation
Skill in operating information technology systems
Ability to troubleshoot and monitor technical incidents in a remote support environment
Ability to document incidents, requests, and resolutions within TASC
Ability to track open service tickets using TASC
Ability to communicate complex oral and written instructions
Must be available to work evenings, weekends, holidays, and overtime when required
Ability to perform light to medium physical work, including walking, standing, stooping, lifting up to 50 pounds, and routine keyboard operations