Helpdesk Specialist (Senior Associate)

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Customer Support SpecialistCustomer

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Quick Summary

Overview

Helpdesk Specialist (Senior Associate) Job Summary Provides first- and second-level technical support to employees and ensures timely resolution of IT incidents and service requests.

Technical Tools

Customer Support SpecialistCustomer

Responsibilities

~1 min read

→ Provide technical support through phone, email, chat, and ticketing systems.
→ Troubleshoot hardware, software, network, Microsoft 365, and user-access issues.
→ Manage incidents and service requests according to SLAs.
→ Perform user account and access-related support.
→ Document troubleshooting activities and resolutions.
→ Escalate complex issues to appropriate technical teams.
→ Support workstation setup, software installation, and device configuration.
→ Maintain knowledge-base articles and support documentation.
→ Monitor recurring issues and recommend improvements.
→ Provide professional customer service to users.

Requirements

~1 min read

Bachelor's degree or diploma in IT or related field.
2–4 years of IT helpdesk/service desk experience.
Knowledge of Windows, Microsoft 365, basic networking, hardware, and troubleshooting.
Experience with ITSM/ticketing tools.
Strong customer-service and communication skills.