Helpdesk Support Jobs

About The Position

Requirements

• At least four years of experience, as stated under Must-Haves.
• 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 providing chat-based user support.
• Basic Windows troubleshooting knowledge.
• Familiarity with Microsoft Office 365.
• Experience with password resets and MFA troubleshooting.
• Availability during Central or Eastern Time support hours and for rotating weekend shifts.
• A relevant degree in a technology field or at least two years of equivalent work experience.

Nice To Haves

• Familiarity with Okta.
• Previous experience using ticketing systems.
• Previous HappyFox experience; training will be provided, and experience with any ticketing platform will be considered.

Responsibilities

• Conduct guided IT onboarding sessions for new contractors and employees using the provided onboarding checklist.
• Support new contractors and employees during self-service onboarding sessions using Zoom Workplace.
• Provide frontline support to established contractors and employees by phone and through the internal helpdesk portal.
• Gather information from end users to diagnose and resolve common technical issues.
• Resolve straightforward Tier I issues independently and escalate complex or unresolved issues as appropriate.
• Assess reported issues for potential severity and scope, reporting to the Helpdesk Manager and IT Systems Director as needed.
• Document relevant details of end-user requests and resolutions in support tickets.
• Troubleshoot password resets, account access, headset and audio hardware, My Cloud PC connectivity and access, Zoom meetings and calls, Windows and Office 365 access, MFA and Okta authentication, and login or onboarding difficulties.
• Perform other related duties as assigned or requested.