IT Help Desk Specialist

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

📋 Description

• Deliver remote assistance to fellow US staff and CI clients.

• Support user account management tasks, including the creation, deletion, and maintenance of account access.

• Utilize customer service and support principles effectively.

• Implement systems within customer organizations.

• Set up primary and peripheral software and hardware for computers.

• Diagnose and resolve issues on desktop and laptop computers, applications, and software.

• Engage in remote chat service delivery concerning equipment configuration, operating systems, utility programs, and software applications.

• Conduct testing and debugging of programs based on detailed specifications and report results.

• Assist in customer service, address user account issues, and troubleshoot software and operating system configurations.

• Evaluate software deployment and provide feedback through surveys.

• Respond promptly to customer emails and manage requests.

• Handle tickets from various queues, documenting steps taken toward resolution or escalation.

• Educate customers on self-service options when suitable.

• Refer issues to service providers for further triage as necessary.

⛳️ Requirements

• Must be a citizen of the United States.

• At least 1 year of experience in IT help desk support.

• Possess a high school diploma or its equivalent.

• Demonstrate proficiency with laptop and desktop computers, operating systems, and hardware technologies.

• Exhibit strong customer service skills, both verbal and written.

• Ability to troubleshoot and resolve end-user hardware and software issues in line with US standards and practices.

• Capability to follow knowledge articles and convey instructions through chat, phone, email, and support-session documentation.

• Ability to assist multiple customers simultaneously when feasible.

• Proficient in opening and monitoring trouble tickets, documenting relevant information in ServiceNow or other required ticketing systems.

• Experience in customer service within a call center or similar environment.

• Capability to work remotely from home.

• An associate’s degree in IT or equivalent experience is preferred.

• Applicants must be authorized to work in the United States.

🏝️ Benefits

• Health benefits.

• Life benefits.

• Disability benefits.

• Financial benefits.

• Retirement benefits.

• Paid leave.

• Opportunities for professional development.

• Tuition assistance.

• Work-life balance programs.

• Award programs recognizing outstanding performance and exemplary service standards.