Help Desk Support Specialist

About the position

The Help Desk Support Specialist role at CAREERXCHANGE involves providing remote assistance and phone support to customers of a global telecommunications company. The position requires strong technical skills and excellent communication abilities to troubleshoot software and hardware issues while ensuring outstanding customer service. The specialist will document actions in the Helpdesk ticketing system and adhere to service level agreements (SLAs).

Responsibilities

• Assist users with the installation, configuration, and usability of desktop computers, peripherals, and software.
• Provide support for desktop computers, mobile devices, peripherals, software, and networks.
• Offer remote connection support to end-users.
• Train and orient staff on hardware and software usage.
• Track tickets until final resolution, including Incident & Change tickets.
• Prepare status reports and recap emails as necessary.
• Attend group and general staff meetings.
• Create procedures documents and document standards and procedures.
• Work with vendor support contacts to resolve technical problems.
• Utilize monitoring tools to track events affecting managed environments.
• Assist the backup engineering team with monitoring and daily management of environments.
• Perform scheduled and unscheduled hands-on tasks as needed.

Requirements

• Minimum of 1-year call center/support center experience preferred.
• Willingness to learn new technologies.
• Excellent verbal and written communication skills in English and Spanish.
• Strong client interaction and customer service skills.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Technical problem-solving skills with adherence to established procedures.
• Ability to function autonomously and under stressful conditions.
• Detail-oriented.

Nice-to-haves

• Familiarity with management applications like BMC (Remedy), CA Spectrum, Siebel, Solarwinds, Netcool, etc., is a plus.
• ITIL Certifications Foundation/Service a plus.
• CompTIA Certifications (A+) is a plus.
• Microsoft Certifications are a plus.