It Helpdesk Specialist Jobs

Position Title: IT Helpdesk Specialist

Department: Call Center Operations

Reports to: Operations Director

Location: Headquarters; Open to remote applicants

About RealVoice

RealVoice is a prestigious hospitality technology company, providing comprehensive services for hotels and vacation rentals. We concentrate on reservation and call center services, including after-hours and emergency support. Our team boasts substantial expertise in product development, technology, and call center services.

Job Summary

The IT Helpdesk Specialist is an essential role within RealVoice, providing first-line technical support to internal users. This role is responsible for troubleshooting and resolving issues related to Windows OS systems, network connectivity, and VOIP telephony. The successful candidate should have some SIP experience, be adept at problem-solving, and be committed to excellent customer service.

Key Responsibilities

• Provide first-line technical support for all internal users, including remote users.
• Escalate issues to the IT Manager or appropriate team member as necessary.
• Train users in the proper use of hardware or software when needed.
• Participate in on-call support rotation for after-hours and emergency support.
• Contribute to maintaining system and user documentation.
• Troubleshoot and resolve issues related to Windows OS systems, network connectivity, and VOIP telephony.
• Record, track, and document the problem-solving process, including successful and unsuccessful decisions made, and actions taken, through to the final resolution.

Qualifications

• Excellent verbal and written communication skills.
• Some experience with VOIP telephony or SIP is required.
• Familiarity with remote troubleshooting techniques and tools.
• Associate or Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (such as CompTIA A+, Network+, Microsoft Certified: Windows 10, etc.) are a plus.
• Ability to explain complex IT concepts in simple terms.
• Minimum of 2 years of experience in an IT helpdesk role, ideally in a Windows OS and networking environment.
• Strong problem-solving skills and the ability to work under pressure.

Why RealVoice?

At RealVoice, you join a team that values your unique skills and talents. We offer competitive salaries, comprehensive benefits, and a dynamic and inclusive work environment. You will have the opportunity to make an immediate impact and contribute to our mission in the evolving hospitality technology sector.

RealVoice is an equal opportunity employer. We welcome applications from all qualified individuals.