IT Helpdesk Support
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Job Description:
We are seeking a proactive and detail-oriented Technical Support Specialist to provide high-quality technical assistance to team members and customers. The ideal candidate will troubleshoot system issues, support software and hardware functionality, and contribute to training and knowledge-sharing initiatives across the organization.
Schedule: Monday to Friday 08:30AM - 05:30PM EST/EDT
Responsibilities include, but are not limited to:
Running reports to analyse common complaints and problems.
Responding to queries via chat, email and other approved mediums.
Following up with customers to ensure full resolution of issues.
Installing or changing software to fix issues.
Providing technical assistance for questions and problems.
Requesting feedback and/or monitoring other methods of correspondence to improve training methods.
Remotely accessing Team Members’ hardware or software to make changes and fix problems.
Training other Team Members on troubleshooting and diagnosing problems.
Writing, editing, and revising training manuals for new and updated software and hardware
Solving problems with networks and other computer systems.
Diagnosing system errors and other issues.
Requirements:
Experience with:
Okta AD
MS Suite - Entra
Workday Community
Goto Connect
Zendesk
Salesforce
Active campaign
Soft skills:
Ability to troubleshoot and diagnose problems
Writing and editing skills to aid in writing and updating manuals.
Critical thinking
Researching skills
Capacity to work independently
Good customer service skills
Familiarity with both hardware and software
Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
Attention to detail
Problem-solving
Strong computer skills
Work Shift:
8:30 AM - 5:30 PM (United States of America)
Languages:
English
Ready to dive in? Apply now and make sure to follow all the instructions!
Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.
Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.