Helpdesk Specialist Jobs

The Help Desk Technician is an essential role, in providing support to our partners’ end-users. They perform daily ticket management tasks for the initial ticket triage and issue restoration.

Essential Responsibilities (includes, but is not limited to):

• Serves as first point of contact for customers seeking technical assistance over the phone or through email
• Updates our internal databases with information about technical issues and useful discussions with customers
• Shares customer feedback or suggestions with the appropriate internal team
• Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
• Investigates and resolves technical issues
• Follows up with customers to ensure their technical issues are resolved
• Provides first-tier help desk support for partners’ end-users by performing basic troubleshooting

Ideal Skills, Experience, and Competencies:

• Excellent analytical skills & problem-solving skills combined with the ability to provide a quick resolution to problems
• Must be customer service oriented and patient to deal with difficult customers, and work well in a team-oriented collaborative environment
• Experience using help desk software and remote support tools preferred
• 1year of experience as a Customer Support Specialist or a similar customer service role preferred
• Ability to diagnose and resolve basic technical issues
• Ability to communicate professionally by phone and email
• Good understanding of computer systems, mobile devices, and other tech products
• Demonstrates a technical awareness of network topology, protocols, and server connectivity

Required Education & Certifications:

• High School Diploma/GED or equivalent work experience