Helpdesk Specialist
About The Position
The Helpdesk Specialist provides first-line technical support to end-users through phone, email, chat, or in-person communication. The role responds to user inquiries and troubleshoots hardware, software, operating system, network connectivity, and other IT equipment issues, delivering resolutions within established service level agreements (SLAs). It also assists users with setting up and configuring workstations, printers, peripherals, and other IT devices; records incidents, inquiries, and solutions in the helpdesk ticketing system; and develops knowledge base articles, user guides, and FAQs to support self-help and user education. The position is based at the Redwood City, California office. Applicants must be eligible to work in the United States without current or future employer sponsorship.
Requirements
- Some experience with Microsoft Windows support (10/11 Server 2012/2019).
- PC/network connectivity knowledge (Ethernet, TCP/IP).
- Proven experience working in a helpdesk or technical support role.
- Strong knowledge of computer hardware, software applications, operating systems, and network troubleshooting.
- Exceptional verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
- Customer-focused attitude and strong commitment to delivering high-quality support.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Advanced troubleshooting capabilities.
- Multi-tasking skills.
- Customer orientation and great communication skills.
- Must be eligible to work in the United States without sponsorship from an employer now or in the future.
Nice To Haves
- Mac OS X knowledge.
- Linux knowledge.
Responsibilities
- Provide first-line technical support to end-users via phone, email, chat, or in-person.
- Respond to user inquiries, troubleshoot hardware and software issues, and provide resolutions within established service level agreements (SLAs).
- Identify, diagnose, and resolve technical problems related to computer systems, software applications, network connectivity, and other IT-related equipment.
- Assist users in setting up and configuring workstations, printers, peripherals, and other IT devices.
- Document and maintain accurate records of reported incidents, inquiries, and solutions in the helpdesk ticketing system.
- Develop and maintain knowledge base articles, user guides, and FAQs to facilitate self-help and user education.
Benefits
- Healthcare benefits
- 401(k) plan and company match
- Short-term and long-term disability coverage
- Basic life insurance
- Stock awards
- Employee stock purchasing plan
- Some roles may be eligible for an annual bonus or sales incentive based on revenue or utilization, depending on the terms of the plan and the employee’s role.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
