Job Description

Job Summary

We are seeking a dedicated Helpdesk Agent to provide exceptional technical support and customer service to our clients. The ideal candidate will assist users with a variety of IT issues, including hardware, software, and network connectivity problems. This role requires strong communication skills, technical expertise, and the ability to troubleshoot complex issues across multiple operating systems and platforms. The Helpdesk Agent will play a vital role in maintaining the efficiency and productivity of our clients' IT environments.

Duties

Respond promptly to user inquiries via phone, email, or ticketing systems such as ServiceNow, Jira, and BMC Remedy Troubleshoot and resolve issues related to desktop support, software applications, operating systems (Windows, macOS, Linux), and hardware components Assist with network connectivity problems including LAN setup, firewall configurations, VPN access, and computer networking issues Support users with Microsoft Office applications and other productivity tools Diagnose and resolve software troubleshooting issues across various platforms Document all support requests and resolutions accurately in ticketing systems Escalate complex issues to higher-level support teams when necessary

Qualifications

Proven experience in IT support or help desk roles with a strong understanding of computer hardware, software troubleshooting, and operating systems (Windows, macOS, Linux) Familiarity with VPNs, firewalls, LANs, and computer networking concepts Experience using ticketing tools such as ServiceNow, Jira, or BMC Remedy for issue tracking and management Knowledge of desktop support procedures and troubleshooting techniques for operating systems and software applications including Microsoft Office suite Strong communication skills with the ability to explain technical issues clearly to non-technical users Ability to work under pressure while maintaining excellent customer service standards Nice-to-have skills include experience with operating system management (Windows/macOS/Linux), knowledge of network security protocols, familiarity with help desk best practices, and experience supporting remote users
This position offers an engaging environment for individuals passionate about IT support and customer service. The Helpdesk Agent will be instrumental in ensuring seamless technology operations for our clients through effective problem-solving and communication.

Job Types: Full-time, Part-time

Pay: $23.00-$26.00 per hour

Benefits:

Company events Dental care Extended health care Paid time off Vision care Work from home
Work Location: In person