California Licensed Help Desk Specialist

Job Summary

Seeking a full-time California Licensed Help Desk Specialist, the remote Application/Technical Help Desk Representative will manage incoming support requests, perform troubleshooting, and maintain proactive communication with clients to enhance their service experience.

Key responsibilities:

• Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency
• Diagnose and resolve application and configuration issues, focusing on root cause analysis
• Document and escalate software bugs or recurring issues to internal teams while maintaining customer records in the CRM system

Required qualifications:

• 1 to 5 years of experience in Support Help Desk management
• Experience with Justice environments and/or Operations is preferred
• Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word
• Experience using CRM and ticketing systems
• Ability to explain technical concepts to both technical and non-technical users