IT Helpdesk Specialist

Zones

99d • $22 - $25

About The Position

As an IT Helpdesk Specialist, you will be responsible for assisting the Helpdesk Team in the day-to-day operations and performing technical duties. You will be required to log all customer issues, requests, and support activity into a ticketing system. You will also be responsible for the ticket queues and team mailbox as part of rotating team assignments, as well as manage your workload to meet incident and request deadlines. In this role, you will need to follow proper procedure for problem escalation to cross-functional support teams and communicate effectively with team members to resolve customer issues. We will also need you to provide appropriate, timely and accurate communications to management, and be prepared to handle any special and ongoing tasks and projects as assigned.

Requirements

• Bachelor's degree preferred, or equivalent experience
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment including Windows and Apple hardware
• Knowledge and experience of customer service practices
• Strong oral and written communication skills
• Active Directory support
• Microsoft Office applications (O365, teams) support experience in a corporate environment
• Mobile Device support experience including use of Intunes, JAMF, SCCM, or other tools
• Team player with an excellent customer service orientation
• Problem analysis, problem-solving, adaptability
• Good planning and organizing with strong attention to detail and a good tolerance for stressful situations and sometimes tight deadlines

Responsibilities

• Must be logged into the Phones systems and Ticketing system
• Answer the Phone, Chat and Email queues
• Attend all daily, weekly and monthly Team and Leadership meetings
• Work all tickets sent to you by team members
• Work all technical issues from the business in the US assigned to you
• Work with the Team Leads in our supported Region
• Display a positive attitude and have a professional work ethic
• Communicate efficiently and effectively with customers and team members
• Assist the manager and Team Leads with projects and other outside work being assigned
• Work and troubleshoot incidents and requests as a team member
• Collaborate with other Team Leads in our department in different regions
• Log all customers' issues into the ticketing system and track all incidents and requests through to resolution
• Resolve incidents within established response times
• Provide a positive experience for end users interaction with helpdesk team, services, and support products
• Provide level 1 and 2 support using documentation and knowledge base articles
• Contribute to the development of the team's knowledge base articles
• Attend bridge meeting for outage notifications

Benefits

• Medical, dental and vision coverage
• Life insurance
• Disability insurance
• Voluntary accident, hospitalization and critical illness insurance options
• 401(k) plan with matching provision
• Paid time off and personal sick leave in compliance to individual state requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree