Helpdesk Specialist
Fusable, Charlotte, NC, United States
Role Summary
The Helpdesk Specialist provides technical support and assistance to users experiencing hardware, software, or network issues. This role is responsible for troubleshooting problems, resolving incidents, and ensuring smooth IT operations while delivering excellent customer service. This role is fully in person at our Charlotte, NC office.
Essential Duties & Responsibilities
Respond to and assist associates with all technology-related issues and requests
Promote relationships with the end-user community to ensure that expectations are set and fulfilled appropriately
Diagnose and troubleshoot hardware, software, and network problems
Document processes and procedures to promote an organized approach to problem management
Install and maintain computers, printers, and other IT applications or hardware
Help ensure that support tickets are entered, picked up, worked and closed in an effective and efficient manner
Support the allocation of technology resources to ensure an optimal business environment
Work well within a team environment but also be able to be self-sufficient when needed
Work closely with the Technology Experience team to ensure timely deployment of assets
Assist with system upgrades, updates and maintenance
Use a ticket management system to effectively document all work
Experience Required
High School Diploma
Windows and/or Mac OS usage and troubleshooting experience
Problem solving, technical learning, integrity and trust, listening, ability to work with a team
Basic understanding of networking, Active Directory, and troubleshooting
Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
2+ years of technical support experience
Preferred
Bachelor’s degree in information technology, Computer Science, or related field
Experience with Active Directory accounts/security/light management
Experience with and knowledge of Office 365 products and other cloud platforms
Experience with remote support tools and enterprise IT environments
Familiarity with ManageEngine’s ServiceDesk Plus and AD Manager
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Essential Duties & Responsibilities
Respond to and assist associates with all technology-related issues and requests
Promote relationships with the end-user community to ensure that expectations are set and fulfilled appropriately
Diagnose and troubleshoot hardware, software, and network problems
Document processes and procedures to promote an organized approach to problem management
Install and maintain computers, printers, and other IT applications or hardware
Help ensure that support tickets are entered, picked up, worked and closed in an effective and efficient manner
Support the allocation of technology resources to ensure an optimal business environment
Work well within a team environment but also be able to be self-sufficient when needed
Work closely with the Technology Experience team to ensure timely deployment of assets
Assist with system upgrades, updates and maintenance
Use a ticket management system to effectively document all work
Experience Required
High School Diploma
Windows and/or Mac OS usage and troubleshooting experience
Problem solving, technical learning, integrity and trust, listening, ability to work with a team
Basic understanding of networking, Active Directory, and troubleshooting
Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
2+ years of technical support experience
Preferred
Bachelor’s degree in information technology, Computer Science, or related field
Experience with Active Directory accounts/security/light management
Experience with and knowledge of Office 365 products and other cloud platforms
Experience with remote support tools and enterprise IT environments
Familiarity with ManageEngine’s ServiceDesk Plus and AD Manager
#J-18808-Ljbffr