IT Service Desk Specialist

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

📋 Description

• Act as the main point of contact for external offices concerning technical support matters.

• Offer technical assistance and support for computer systems, software, hardware, mobile devices, and applications.

• Diagnose technical problems and provide guidance on system usage.

• Conduct password resets along with other forms of technical assistance.

• Accurately document each customer interaction in the ticketing system.

• Educate customers to encourage future self-service capabilities.

• Investigate and resolve customer inquiries that require follow-up.

• Adhere to established processes and fulfill expected service levels.

• Prioritize and resolve incidents effectively.

• Monitor assigned incidents to ensure timely resolution in line with service level agreements.

• Respond promptly to initial phone calls in a dynamic help desk setting.

• Provide suggestions to enhance efficiency and workflows.

• Assist, educate, and train employees from decentralized offices to minimize recurring support requests.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Over 1 year of experience in help desk or a related IT sector.

• More than 1 year of experience in a role demanding customer service skills.

• Familiarity with or experience in troubleshooting LAN hardware/software, desktop devices, end-user applications, mid-range systems, cloud services, and mobile devices.

• Capability to efficiently and effectively triage technical issues.

• Quick learner of new technologies and applications.

• Knowledge of pertinent operating systems, programming languages, and environments.

• Excellent verbal and written communication abilities.

• Positive attitude and capacity to contribute both independently and as part of a team.

• Strong analytical abilities, decisiveness, and sound judgment.

• Awareness of current and emerging information technologies, including telecommunications, electronic data distribution networks, and computing systems.

• Willingness and readiness to work occasional holidays, weekends, and evenings.

• Ability to manage time effectively and adapt to workflow changes.

• Authorization to work in the U.S. confirmed through E-Verify.

🏝️ Benefits

• Diversity, equity, and inclusion initiatives and policies.

• Equal employment opportunities and protections against discrimination.

• Remote work arrangement (Full Time Fully Remote).