IT Help Desk Specialist

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

📋 Description

• Deliver remote assistance to fellow US team members and CI clients.

• Support user account management by adding, removing, and maintaining access to various resources.

• Implement customer service and support principles and methodologies.

• Set up systems within client organizations.

• Install essential and peripheral software and hardware for computers.

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

• Engage in remote chat service to assist with equipment configuration, operating systems, utility programs, and software applications.

• Test and debug programs based on detailed specifications and report findings.

• Offer customer service support, assist in resolving user account issues, and troubleshoot software and operating system configurations.

• Facilitate software deployment testing and compile survey results.

• Communicate with customers via phone and other channels, educate them about self-service options, and manage tickets from various queues.

• Promptly address emails by responding or processing requests.

• Resolve customer inquiries through ticket queues or escalate them to service providers for further resolution.

⛳️ Requirements

• Must be a U.S. citizen.

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

• High school diploma or equivalent qualification.

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

• Excellent customer service skills, both verbal and written.

• Capability to troubleshoot and resolve end-user hardware and software issues in alignment with U.S. standards and practices.

• Ability to follow knowledge articles and convey instructions clearly in 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 required ticket documentation system, including steps to resolution or escalation.

• Previous customer service experience in a call center or similar environment.

• Must be able to work remotely from home.

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

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

🏝️ Benefits

• Health benefits.

• Life benefits.

• Disability benefits.

• Financial benefits.

• Retirement benefits.

• Paid leave.

• Professional development opportunities.

• Tuition assistance.

• Work-life programs.

• Award programs recognizing exceptional performance and exemplary demonstration of service standards.