Help Desk Technician

Support Specialist – Job Description


The core mission of the Support Specialist is to service customers by executing on Help Desk tickets.

This role is a great opportunity for a dynamic problem-solver who loves helping people and takes pride in providing high-quality support.
Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Work with a ticketing system.
• Install and configure computer hardware, software, systems, networks, printers, and scanners.
• Manage Active Directory and Microsoft 365 Tenant.
• Respond in a timely manner to service issues and requests.
• Maintain, edit or update user documentation, technical documentation, training material as per established standards and practices.
• Coach and train junior Support Specialists.
• Keep inventory organized and update assets in FreshService.
• Engage with 3rd parties for support & escalation.
• Attending individual and team meetings.
• Schedule appointments with clients and respect engagements.
• Follow the Microsoft training path set by the Team Lead.
• Achieve goals set by the Team Lead.
• Participate in social events and activities to help build team spirit and cohesion.

Qualifications
• A degree in computer science or information technology is preferred.
• Work with Windows and Mac operating systems.
• Basic knowledge of Active Directory environments and Microsoft 365.
• Strong communication skills, organizational skills and time management skills.
• 1 year experience in an IT Helpdesk environment.
• 2 years' experience in a customer service role.

If this sounds like an exciting opportunity, start your application today!