Helpdesk Support Specialist
About The Position
The Helpdesk Support Specialist supports a fast-paced, 24/7 technical support environment for corporate users and retail locations. The work focuses on troubleshooting networking, point-of-sale systems, and end-user technology issues, including network connectivity, POS systems, credit card readers, receipt printers, Windows and Linux operating systems, and other business-critical technologies. The specialist handles inbound support calls, resolves Level 1 issues, assists with Level 2 investigations, escalates complex incidents, and records activity in the ticketing system. The role involves supporting non-technical users by phone, managing multiple tickets, and working in a high-volume environment. It is a collaborative team setting with shift leads available for support and escalation assistance. Training is Monday through Friday, 8:00 AM–4:30 PM EST for 4–6 weeks. After training, available shifts are 2nd shift, Tuesday through Saturday, 4:00 PM–12:30 AM EST, or 3rd shift, Sunday through Thursday, 12:00 AM–8:30 AM EST. The position is a contract role based in Cleveland, Ohio, and is fully remote.
Requirements
- At least 3 years of help desk, service desk, or customer support experience.
- Strong troubleshooting skills in Windows, Linux, and Microsoft 365 environments.
- Excellent communication abilities.
- Comfort supporting non-technical users by phone and managing multiple tickets in a high-volume environment.
Nice To Haves
- Experience supporting networks or Cisco technologies.
- Experience with ServiceNow.
- Experience supporting retail technology or POS systems.
- Experience in a Network Operations Center (NOC) environment.
Responsibilities
- Handle inbound technical support calls from corporate users and retail locations.
- Troubleshoot and resolve Level 1 issues involving networking, POS systems, and end-user technology.
- Assist with Level 2 investigations and escalate complex incidents as needed.
- Document support activity in the ticketing system.
- Support non-technical users over the phone while managing multiple tickets in a high-volume environment.
Benefits
- Medical, dental, and vision coverage, subject to eligibility.
- Critical Illness, Accident, and Hospital coverage, subject to eligibility.
- 401(k) Retirement Plan with pre-tax and Roth post-tax contributions, subject to eligibility.
- Voluntary Life and AD&D insurance for the employee and dependents, subject to eligibility.
- Short- and long-term disability coverage, subject to eligibility.
- Health Spending Account (HSA), subject to eligibility.
- Transportation benefits, subject to eligibility.
- Employee Assistance Program, subject to eligibility.
- Time off or leave, which may include PTO, vacation, or sick leave, subject to eligibility.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
