Information Technology Help Desk Technician

About This Role

This role is for a customer-focused Technical Support Specialist responsible for providing first-point-of-contact technical support in a contact center environment, troubleshooting hardware, software, connectivity, and account issues.

Responsibilities

• Troubleshoot Windows 10/11, MS Office 365, mobile and desktop hardware, printers, and internal applications
• Provide remote support using industry-standard tools
• Maintain accurate ticket documentation and resolve or escalate as needed
• Deliver excellent customer service while adhering to performance metrics (attendance, quality, resolution rates)
• Operate in a fast-paced, high-volume helpdesk environment

Requirements

• High School Diploma or GED
• Strong working knowledge of Microsoft Office, Outlook, and remote troubleshooting tools
• Excellent verbal and written communication skills
• Strong analytical and problem-solving ability
• Ability to adapt to a changing technical landscape and fast-paced environment
• Demonstrated professionalism, attention to detail, and initiative

Qualifications

• High School Diploma or GED required; Associate degree or equivalent work experience preferred

Nice to Have

• Associate degree or equivalent work experience
• 50+ WPM typing speed
• Prior experience in a multi-channel support environment

Skills

* Required skills