Helpdesk Support Specialist – Tier I

Skyelia • ,

19h • Remote

About The Position

The Helpdesk Support Specialist – Tier I provides frontline technical support to internal end users through phone, chat support, and an internal helpdesk ticketing system. The role works frequently with other Helpdesk Support Specialists and Systems Administrators to diagnose and resolve a variety of technical issues, and requires the ability to work independently and as part of a team. The ideal candidate has a relevant technology degree or at least two years of equivalent work experience.

The position is remote and is a contract lasting 5+ months. Rotating weekend shifts are required, and scheduling may change based on business needs. The team uses HappyFox for ticketing, and training will be provided.

Requirements

• Previous customer support or help desk experience.
• Experience troubleshooting technical products and user access issues.
• Strong verbal communication and phone support skills.
• Ability to handle incoming support calls professionally.
• Experience assisting users through chat-based support.
• Basic Windows troubleshooting knowledge.
• Familiarity with Microsoft Office 365.
• Experience with password resets and MFA troubleshooting.
• A relevant degree in a technology field or a minimum of two years of equivalent work experience is stated as ideal.

Nice To Haves

• Familiarity with Okta.
• Previous experience using ticketing systems.
• Previous HappyFox experience.

Responsibilities

• Conduct IT-guided user onboarding sessions for new contractors and employees using the provided onboarding checklist.
• Support new contractors and employees through the Zoom Workplace platform during self-service user onboarding sessions.
• Provide frontline support to established contractors and employees by phone and through the internal helpdesk portal in a positive, professional manner.
• Gather information from end users to diagnose and resolve common technical issues.
• Escalate complex or unresolved issues in a timely manner as appropriate.
• Analyze reported issues to determine their potential severity and scope, and report them to the Helpdesk Manager and IT Systems Director as needed.
• Document relevant details about end-user requests and issue resolutions accurately in support tickets submitted through the internal helpdesk portal.
• Perform other related duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed