Job Details

A Helpdesk Specialist serves as the first point of contact for customers and employees seeking technical assistance. This role is essential in ensuring smooth IT operations by addressing software, hardware, and network-related issues quickly and effectively. Helpdesk Specialists work in various industries and are vital for maintaining productivity and user satisfaction.Key Duties and ResponsibilitiesProvide first-level technical support via phone, email, or chat.Troubleshoot and resolve hardware, software, and network issues.Log and track support requests using a ticketing system.Escalate complex issues to higher-level IT support or relevant departments.Guide users through step-by-step solutions.Set up and configure new user accounts, hardware, and software.Maintain accurate documentation of issues and resolutions.Follow up with users to ensure issues are fully resolved.Monitor systems and perform routine maintenance tasks.RequirementsEducation: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).Experience: 13 years of helpdesk, technical support, or customer service experience.Certifications (preferred): CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation.Desired SkillsStrong problem-solving and analytical skills.Excellent verbal and written communication.Patience and customer service orientation.Familiarity with Windows, macOS, and common enterprise software (e.g., Microsoft Office 365).Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira).Basic understanding of networking principles (e.g., TCP/IP, DNS).Ability to prioritize and manage multiple tasks in a fast-paced environment.Strong attention to detail and organizational skills.Work EnvironmentHelpdesk Specialists may work in-office, remotely, or in hybrid settings. The role typically involves regular business hours, with some positions requiring shift work or on-call availability.
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