IT Helpdesk Specialist

The IT Helpdesk Specialist is responsible for providing technical assistance to customers over the phone and via IT tickets or email, and troubleshooting issues related to hardware, software, and network connectivity. The role requires excellent communication skills, technical knowledge, and problem-solving abilities. The ideal candidate should have a Bachelor's degree in computer science or equivalent, and 4-6 years of experience in helpdesk activities.

Requirements

• Serve as the First Level Support for customers seeking technical assistance over the phone and via IT tickets or email
• Determine the best solution based on the issue and details provided by users
• Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA
• Follow up with business customers and other stakeholders to ensure complete resolution of issues
• Prepare and maintain documentation for the activity reports and other relevant information related to case completion
• Inform management of recurring and escalated issues
• Provide support for various internal departments
• Ability to understand business requirement, impact, urgency, and criticality of the issue presented

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship