What are the responsibilities and job description for the Help Desk Specialist position at The PeterSan Group and PeterSan Legal Staffing?
We are seeking a Level 1 Help Desk Technician with 2 years of experience in the IT space to join our team. In this role, you will provide technical support for end users, troubleshooting hardware, software, and network issues. You will be responsible for diagnosing and resolving technical problems, escalating more complex issues to higher-level technicians, and maintaining accurate records of support requests. Familiarity with Freshdesk is a plus but not required.
Responsibilities:
- Provide first-line support for end users via phone, email, or chat
- Troubleshoot and resolve technical issues related to hardware, software, and networking
- Document all support requests in the ticketing system
- Escalate unresolved issues to senior technical staff
- Ensure timely resolution of issues while maintaining high customer satisfaction
Requirements:
- 2 years of experience in IT support or help desk roles
- Strong troubleshooting skills in hardware, software, and networking
- Excellent communication and customer service skills
- Freshdesk experience is a nice to have
