Position Summary:

We are seeking a dedicated and knowledgeable Tier 1 Helpdesk Support Specialist to join our team. The successful candidate will be responsible for providing exceptional technical support to our clients, ensuring timely resolution of issues, and maintaining high levels of customer satisfaction. This role requires excellent communication skills, technical proficiency, and a commitment to delivering outstanding service.

Job Details:

• Work from Home
• Monday to Friday | 8 AM to 5 PM EST
• *Following US Holidays

Responsibilities:

• Engage with clients professionally and courteously, ensuring clear communication and understanding of their needs.
• Exceed expectations by offering proactive updates and thorough explanations to instill confidence in issue resolution.
• Promptly respond to client requests, adhering to Service Level Agreements (SLAs).
• Conduct basic troubleshooting and escalate complex issues as needed, ensuring timely resolution validation and meticulous documentation.
• Adhere to established protocols for consistent support delivery, maintaining confidentiality and effectively prioritizing tasks.
• Collaborate with teams to address recurring issues and explore automation opportunities.
• Stay abreast of industry trends and best practices, actively engaging in training and seeking professional growth opportunities to enhance skills and knowledge.

Qualifications:

• Proven experience in helpdesk or service desk roles.
• Excellent communication skills, both verbal and written.
• Strong time management skills with the ability to prioritize tasks effectively.
• In-depth technical knowledge, analytical thinking, and the ability to diagnose and resolve technical issues efficiently.
• Working knowledge of current network protocols, operating systems, and standards.
• Ability to troubleshoot standard application-related problems (e.g., Outlook, Teams, OneDrive, Excel, Word, Zoom, Slack, Adobe, etc.).
• Understanding of basic security practices and protocols.

• Basic scripting knowledge for automating repetitive tasks or performing basic troubleshooting.
• Ability to create and maintain documentation for common issues and solutions.
• Patience, empathy, and the ability to communicate technical concepts in a user-friendly language.