Helpdesk Support Specialist--Internal Hire Only

MapleTronics Computers•Goshen, IN

10d

About The Position

The Helpdesk Support Specialist is an advanced technical position within the Helpdesk team. The role strengthens Helpdesk effectiveness through advanced technical support, structured onboarding and training, quality reinforcement, and operational coverage during periods of increased demand or reduced availability. The position provides support for complex tickets and edge cases, helps maintain queue and phone coverage, reinforces standards for workstation setups and new user creation, and assists with scheduling coordination, handoffs, and onsite support when needed. Additional tasks may be assigned, and the scope of the position may change as business demands require. Success in the role includes reducing rework and follow-up tickets related to new workstation and new user setup; improving Helpdesk resilience during volume spikes through reliable L2 and phone coverage; clarifying handoffs and reducing scheduling-related surprises; and ensuring Helpdesk teammates feel supported, coached, and better equipped.

Requirements

Ability to resolve complex or ambiguous issues beyond typical Helpdesk scope.
Strong pattern recognition and root-cause thinking to reduce repeat issues.
Ability to explain technical concepts clearly and translate day-to-day Helpdesk work into teachable standards.
Comfort coaching and supporting newer Helpdesk teammates through shadowing, feedback, and reinforcement.
Strong understanding of Helpdesk queue management, phone coverage needs, and handoffs to other teams.
Ability to balance multiple priorities while keeping the queue healthy.
Attention to detail and focus on completeness, standardization, and reducing rework.
Comfort using checklists and standards without adding unnecessary complexity.
Clear, calm, and professional communication with clients and internal teammates, especially during high-impact or high-volume situations.

Responsibilities

Provide advanced technical support within the Helpdesk queue and Helpdesk board as needed.
Reinforce established Helpdesk priorities: queue first, Helpdesk board second, and other work third.
Assist with complex tickets, edge cases, and volume spikes to maintain service stability.
Help formalize, maintain, and improve the Helpdesk teammate onboarding experience.
Support training through documentation, walkthroughs, shadowing, and coaching.
Partner with the in-house Trainer to align Helpdesk onboarding with broader technician development initiatives.
Provide backup coverage for Helpdesk phone queues during peak times, call surges, or teammate absences.
Help ensure consistent, confident call handling and a positive client experience.
Perform or support quality control for new workstation setups and new user creation.
Reinforce standards and expectations that reduce follow-up tickets and rework.
Support Helpdesk-related scheduling coordination as assigned.
Improve clarity and consistency in handoffs between Helpdesk, scheduling, and service teams.
Provide limited backup support for scheduling workflows, including assigned backup coverage under the current resourcing model.
Flex into onsite support when needed to cover urgent needs or workload imbalances while remaining aware of Helpdesk capacity and priorities.
Perform additional tasks as assigned and adapt to changes in the position's scope as business demands require.