IT Help Desk Specialist

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

📋 Description

• Deliver remote assistance to US staff and CI clients.

• Provide support for over 4,000 clients across more than 250 duty stations nationwide and several international offices.

• Communicate with customers via phone and other platforms.

• Inform customers about self-service options available to them.

• Manage and process tickets from various ticket queues.

• Respond to emails promptly, either by replying or processing requests.

• Resolve customer issues through ticket queues or escalate to service providers as necessary.

• Oversee user accounts, including adding, removing, and maintaining access to resources.

• Set up systems within customer organizations.

• Install both primary and peripheral computer software and hardware.

• Diagnose and resolve issues related to desktops, laptops, applications, software, hardware, and operating systems.

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

• Test and debug programs according to detailed specifications and submit findings.

• Evaluate software deployments and provide feedback through surveys.

⛳️ Requirements

• Must be a United States citizen.

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

• High school diploma or equivalent qualification.

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

• Excellent customer service skills, both verbal and written.

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

• Competence in following knowledge articles and effectively communicating instructions through chat, phone, email, and support session documentation.

• Capacity to assist multiple customers simultaneously when feasible.

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

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

• Capability to work remotely from home.

• Applicants must have authorization to work in the U.S.

🏝️ Benefits

• Health benefits.

• Life insurance benefits.

• Disability benefits.

• Financial benefits.

• Retirement benefits.

• Paid leave.

• Opportunities for professional development.

• Tuition assistance.

• Work-life balance programs.

• Recognition programs for exceptional performance and outstanding demonstration of service standards.