IT Help Desk Specialist

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

📋 Description

• Deliver remote assistance to other staff members in the US and CI customers.

• Assist with user account management, encompassing the addition, removal, and maintenance of account access to various resources.

• Implement principles and methodologies related to customer service and support.

• Set up systems within customer organizations.

• Install essential and peripheral software and hardware on computers.

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

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

• Test and debug programs as per detailed specifications and report results.

• Assist customer service, manage user accounts, and troubleshoot software and operating system configurations.

• Facilitate software deployment testing and report survey results.

• Manage tickets from various queues, respond to emails promptly, and escalate issues to service providers when necessary.

⛳️ Requirements

• Must be a citizen of the United States.

• Over 1 year of experience in IT help desk support.

• High school diploma or an equivalent qualification.

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

• Excellent customer service abilities, both verbal and written.

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

• Ability to follow knowledge articles and effectively convey instructions via chat, phone, email, and support-session documentation.

• Capacity to assist multiple customers simultaneously when feasible.

• Proficient in opening and tracking trouble tickets, adding relevant information into ServiceNow or another required ticket documentation system, including steps leading to resolution or escalation.

• Customer service experience in a call center or similar environment.

• Capability to work remotely from home.

• Applicants must be authorized to work in the U.S.

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

🏝️ Benefits

• Health benefits.

• Life insurance benefits.

• Disability coverage.

• Financial benefits.

• Retirement benefits.

• Paid time off.

• Opportunities for professional development.

• Tuition assistance programs.

• Work-life balance initiatives.

• Recognition programs for exceptional performance and exemplary service standards.