Helpdesk Support Specialist--Internal Hire Only
About The Position
The Helpdesk Support Specialist is an advanced technical position within the Helpdesk team. The role strengthens Helpdesk effectiveness through deeper technical support, structured onboarding and training, quality reinforcement, and operational coverage during periods of increased demand or reduced availability. The specialist provides advanced support within the Helpdesk queue and board, assists with complex tickets and volume spikes, helps train and coach Helpdesk teammates, backs up phone coverage, and supports quality control for workstation setups and new-user creation. The position may also assist with Helpdesk-related scheduling coordination and handoffs, provide limited backup for scheduling workflows, and flex into onsite support when needed. Queue priorities are: the queue first, the Helpdesk board second, and other work third. Success includes reduced rework and follow-up tickets related to setups, stronger Helpdesk resilience during volume spikes, clearer handoffs, and Helpdesk teammates who feel supported and better equipped. Additional tasks may be assigned, and the scope of the position may change as business demands require.
Requirements
- Demonstrated ability to resolve complex or ambiguous technical 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.
- Detail-oriented, with a 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 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 phone 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.
- Help improve clarity and consistency in handoffs between Helpdesk, scheduling, and service teams.
- Provide limited backup support for scheduling workflows, including coverage assigned under the current resourcing model.
- Provide onsite support when needed to cover urgent needs or workload imbalances, while maintaining awareness of Helpdesk capacity and priorities.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
