Helpdesk Support Specialist (Remote)

Taxwell, a leading provider of tax preparation software to both professional tax preparers and individual digital do-it-yourself (DIY) filers, is seeking a highly motivated individual with strong troubleshooting and communication skills to fulfill the Helpdesk Support Specialist – Tier I role in our IT/Helpdesk department.

The Helpdesk Support Specialist - Tier I will provide frontline technical support to internal end users via phone, chat support and internal helpdesk ticketing system, collaborating frequently with other Helpdesk Support Specialists and Systems Administrators to diagnose and resolve a variety of technical issues. Must be able to work both independently and in a team environment. The ideal candidate will possess a relevant degree in the technology field or a minimum of two years' equivalent work experience.

Please note that this position requires rotating weekend shifts. Scheduling is subject to change based on business need.

• →Conduct IT guided user onboarding sessions using provided onboarding checklist for new contractors and employees.
• →Provide exceptional support to new contractors and employees via Zoom Workplace platform during self-service user onboarding sessions.
• →Provide exceptional frontline support to established contractors and employees via phone and internal helpdesk portal with a positive, professional attitude.
• →Gather information from end users to accurately diagnose and resolve common technical issues.
• →Escalate complex or unresolved issues in a timely manner as appropriate.
• →Analyze reported issues to determine potential issue severity and scope; report to Helpdesk Manager and IT Systems Director as needed.
• →Accurately document relevant details surrounding end user requests and issue resolution within support tickets submitted via internal helpdesk portal.
• →Perform other related duties as assigned or requested.

The hiring team is prioritizing candidates with strong customer service and technical troubleshooting experience.

Previous customer support or help desk experience.

Experience troubleshooting technical products and user access issues.

Strong verbal communication and phone support skills.

Ability to handle incoming support calls professionally.

Experience assisting users through chat-based support.

Basic Windows troubleshooting knowledge.

Familiarity with Microsoft Office 365.

Experience with password resets and MFA troubleshooting.

Familiarity with Okta is beneficial.

Previous experience using ticketing systems is preferred.

HappyFox will be used by the team.

Previous HappyFox experience is preferred but not mandatory.

Training will be provided.

Candidates with experience using any ticketing platform will be considered.

Candidates must be available during Central or Eastern Time support hours.

Candidates located in Western time zones, particularly California, should be screened carefully for schedule compatibility.

Candidates should be comfortable troubleshooting the following common issues:

Password resets and account access.

Headset and audio hardware issues.

My Cloud PC connectivity and access.

Zoom meeting and call troubleshooting.

Windows and Office 365 access issues.

MFA and Okta authentication problems.

Login and onboarding-related technical difficulties.

The expectation is for Tier 1 support agents to resolve straightforward issues independently and escalate more complex cases appropriately.

Skills: Previous customer support or help desk experience.