Help Desk Specialist

TEKsystems • Baltimore, MD

1d • $20 - $23 • Remote

About The Position

Our client is looking to hire several Help Desk to join a team to support our 1,800+. These individuals must be Bilingual in English and Spanish. As a Help Desk Technician, you’ll be the first voice our users will hear when something goes wrong; whether it’s a register issue, a printer jam, or a system that’s acting up. Your mission is to help them get back up and running as quickly as possible, with a smile.

Requirements

• Comfort with technology; especially registers, Windows-based systems, printers, and basic networks
• Ability to work in a call center environment, handling multiple calls and tickets per shift
• Bilingual in English and Spanish required
• High school diploma or equivalent required

Nice To Haves

• technical certifications (A+, Network+, etc.) a plus

Responsibilities

• Answer inbound support calls (as well as email and web services submissions) from store associates and create & update tickets for each issue
• Troubleshoot common hardware and software issues (registers, printers, pin pads, scanners, etc.)
• Walk store employees through basic fixes and escalate complex issues when needed
• Follow documented SOPs, known issues, and how-to guides to deliver consistent support
• Keep clear, accurate records in our ticketing system (ServiceNow)
• Track open tickets, follow up on unresolved issues, and close out work once complete

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED