Job Description
We are seeking a dedicated Help Desk Support Specialist to join our dynamic team in Durham, NC. As a forward-thinking organization, we pride ourselves on a culture that values innovation and employee well-being. This role is remote-friendly, offering the flexibility to work from home while providing top-tier technical support to our internal clients.
As the first point of contact for technical issues, you will play a critical role in maintaining our operational efficiency and user satisfaction. We are looking for a proactive problem solver who thrives in a fast-paced environment and is eager to grow their career in IT support.
Responsibilities
- Tier 1 & 2 Support: Provide comprehensive technical assistance via phone, email, and remote desktop for hardware, software, and network issues.
- Ticket Management: Manage and resolve incoming help desk tickets efficiently using our ticketing systems (e.g., JIRA, ServiceNow), ensuring SLAs are met.
- Hardware & Software Deployment: Install, configure, and troubleshoot workstations, printers, mobile devices, and peripherals.
- Documentation: Maintain accurate, up-to-date documentation of all technical incidents, resolutions, and standard operating procedures.
- System Maintenance: Collaborate with the infrastructure team on system upgrades, patch management, and routine maintenance.
- User Training: Conduct training sessions and create knowledge base articles to empower end-users.
Qualifications
- Education: Associate’s degree in Computer Science, Information Technology, or equivalent professional experience.
- Experience: 1-3 years of proven experience in a Help Desk or Technical Support role.
- Technical Skills: Strong knowledge of Microsoft Windows 10/11 and Microsoft Office 365 suite.
- Networking: Familiarity with Active Directory, TCP/IP, DNS, and basic networking concepts.
- Communication: Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical users.
- Remote Work: Self-motivated and capable of working independently in a remote environment.