Help Desk Specialist

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver first-level assistance for technology-related concerns.

• Input call information and trouble ticket documentation into a database.

• Improve and develop quality support techniques and communication abilities through coaching, feedback, and other growth methods.

• Monitor processes to ensure that unresolved tickets are escalated in accordance with established protocols and procedures.

• Keep up-to-date knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

• Attend training sessions and contribute to training workshops.

• Engage in team projects aimed at enhancing the quality or efficiency of help desk services.

• Provide assistance with specific product-related issues as required.

• Sustain a high level of client trust and confidence in the team's expertise and concern for client needs.

⛳️ Requirements

• A High School Diploma or equivalent is necessary.

• A minimum of three to five years of experience in computer systems, IT support, or a help desk environment is required.

• Exceptional customer service and interpersonal abilities.

• Proficient telephone etiquette and the capacity to adhere to customer service standards and guidelines.

• Ability to assist others in interpreting policies.

• Comprehensive understanding of the trouble ticket process.

• Excellent organizational capabilities.

• Strong verbal and written communication skills, both technical and non-technical.

• Basic knowledge of telecommunications, networking, and desktop systems, including PBX, voicemail, peripheral devices, AIX, Microsoft Exchange, Microsoft Explorer, Microsoft Windows, Mac Operating Systems, Microsoft M365 and Teams, Ethernet, TCP/IP, and IP.

• Ability to communicate tactfully and effectively, both verbally and in writing.

• Ability to foster effective working relationships.

• Familiarity with contemporary office methods, practices, procedures, equipment, filing systems, and business letter writing.

• Proficiency in proper English usage, grammar, spelling, punctuation, and basic arithmetic.

🏝️ Benefits

• Flexible work arrangements

• Continuous learning programs

• Mentorship opportunities

• Ongoing training

• Generous paid time off

• Medical benefits

• Dental benefits

• Vision benefits

• Health and wellness support

• Paid volunteer hours