Intermediate Help Desk Specialist

Job Summary

Providing first-tier support for technology-related issues, the full-time Intermediate Help Desk Specialist will work remotely to enhance customer satisfaction by managing trouble tickets, entering call data, and participating in team projects.

Key responsibilities

• Provides first-tier support for technology-related issues and enters call data into the database
• Tracks unresolved tickets and escalates them to appropriate individuals based on established guidelines
• Participates in training sessions and assists in developing quality support methods through feedback and coaching

Required qualifications

• High School Diploma or equivalent is required
• Three to five years of experience in computer systems, IT support, or IT help desk environment is required
• Basic understanding of telecommunications, network, and desktop knowledge is highly desirable
• Excellent customer service and interpersonal skills, including telephone etiquette
• Thorough understanding of the trouble ticket process and strong organizational skills