Help Desk Support Specialist

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

📋 Description

• Address client support inquiries and deliver assistance via phone and remote access.

• Troubleshoot issues related to computer software, peripherals, and hardware, including utilizing software diagnostic tools and analyzing error and log data.

• Provide advanced technical support for incidents and service requests that require further investigation beyond front-line support, encompassing application, infrastructure, access, integration, and performance challenges.

• Restore services directly or facilitate escalation when an issue necessitates intervention from another team.

• Guide clients through fundamental problem-solving procedures and offer basic computer training.

• Install, upgrade, and configure software systems, while also supporting remote software deployments and updates.

• Coordinate hardware repairs, replacements, or dispatch when an issue requires physical intervention, and monitor the process until completion.

• Maintain precise ticket records, complete support tickets, and follow up with clients until resolution.

• Clearly communicate status updates to users and technical teams throughout the duration of a ticket.

• Identify recurring issues and assist in root-cause analysis and knowledge article development.

• Create training manuals and support documentation.

• Support approved changes.

• Participate in scheduled or after-hours operational coverage as necessary.

⛳️ Requirements

• Proven help desk experience, including responding to user inquiries via phone and remote sessions.

• Demonstrated ability to assess and diagnose computer hardware and software issues and implement effective solutions.

• Advanced understanding of computer software and hardware systems.

• Exceptional diagnostic skills.

• Strong written and verbal communication abilities, with the patience to guide users through troubleshooting steps.

• Experience diagnosing hardware and peripheral issues remotely and coordinating repairs or replacements.

• Background in providing basic computer training to end users.

• Commitment to maintaining accurate ticket records and clear support documentation.

🏝️ Benefits

• Training and support to enable you to perform at your best.

• Scheduled or after-hours operational coverage as required.