Help Desk Specialist
Job Summary
Detail-oriented and patient, the full-time Help Desk Specialist will provide 1st-level support to end users of software, manage ticketing processes, and develop self-service resources, all while working remotely and collaborating with cross-functional teams.
Key responsibilities
- Provide 1st-level support to end users via email, logging and tracking issues in HubSpot
- Manage day-to-day ticketing operations using HubSpot and create Jira tickets for engineering issues
- Build and maintain self-service materials for the help center, including FAQs and how-to guides
Required qualifications
- 5-6 years of experience in help desk, IT support, or SaaS/technical support roles
- U.S. citizenship required due to Federal Contract Requirements
- Familiarity with HubSpot, Jira, and Confluence or similar tools
- Ability to communicate technical information clearly to non-technical users
- Based on the U.S. East Coast, available to work East Coast business hours
Complete Job Description
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