What are the responsibilities and job description for the helpdesk/ticketing support specialist position at BTree Solutions Inc?
Job Title: Helpdesk/Ticketing Support Specialist
Location: Colorado
Duration: 12 Months
Visa: USC, GC, H1B and EAD
Contract Type: W2
We are seeking a Helpdesk/Ticketing Support Specialist to manage and resolve technical support requests efficiently. The ideal candidate will handle incoming tickets, provide IT support, troubleshoot hardware and software issues, and escalate problems when necessary.
Key Responsibilities:
- Serve as the first point of contact for IT support requests via the ticketing system, phone, email, or chat.
- Log, categorize, prioritize, and track support tickets in the ticketing system (e.g., ServiceNow, Zendesk, Jira, Freshdesk).
- Diagnose and troubleshoot hardware, software, and network issues.
- Provide step-by-step assistance to users, ensuring effective issue resolution.
- Escala...
- Monitor ticket progress and follow up to ensure timely resolution.
- Document resolutions, FAQs, and troubleshooting steps for future reference.
- Assist with user account management, password resets, and access requests.
- Perform system updates, installations, and basic configurations.
- Provide basic training and guidance on IT policies and best practices.
Required Skills & Qualifications:
- Proven experience in a helpdesk, IT support, or ticketing system role.
- Strong knowledge of IT systems, Windows/Mac OS, Office 365, and basic networking.
- Familiarity with remote desktop tools and troubleshooting methodologies.
- Experience with IT service management (ITSM) platforms like ServiceNow, Jira, Zendesk, or Freshdesk.
- Ability to prioritize and manage multiple tickets efficiently.
