What are the responsibilities and job description for the Help Desk Support position at Whitecollars?
About the Role
We are seeking a proactive and customerfocused Help Desk Support Specialist to provide technical assistance and support to endusers. In this role you will troubleshoot issues resolve technical problems and ensure optimal system functionality. Your dedication to providing topnotch service will enhance user satisfaction and contribute to a productive work environment.
Key Responsibilities
Technical Assistance : Respond promptly to help desk requests and provide solutions for hardware software and networkrelated issues.
Troubleshooting : Diagnose technical problems identify root causes and implement effective resolutions.
User Support : Assist endusers with ITrelated queries and provide guidance on system usage.
Incident Management : Track document and escalate unresolved issues as necessary ensuring timely resolution.
System Maintenance : Perform routine system checks and maintenance to ensure system health and reliability.
Knowledge Base : Create and maintain documentation of common issues resolutions and support processes.
Collaboration : Work with IT teams and vendors to address complex technical challenges and system updates.
Training : Provide basic training to users on software and tools as needed.
Monitoring : Monitor system performance and report potential risks or recurring issues.
Continuous Improvement : Identify opportunities to enhance support services and streamline help desk processes.
Qualifications and Skills
Education
Associates or Bachelors degree in Information Technology Computer Science or a related field (preferred).
Experience
Proven experience in a help desk or technical support role.
Familiarity with ticketing systems (e.g. Jira Zendesk ServiceNow).
Technical Skills
Proficiency in troubleshooting operating systems (Windows macOS) and office software suites (e.g. Microsoft Office).
Basic understanding of networking principles hardware setups and remote desktop tools.
Knowledge of Active Directory VPN and cloudbased tools (e.g. Google Workspace Microsoft 365).
Soft Skills
Strong problemsolving and analytical skills.
Excellent communication and interpersonal abilities to work effectively with nontechnical users.
High level of patience and a customerserviceoriented mindset.
Experience in remote troubleshooting tools and techniques.
What We Offer
Competitive salary and benefits package.
Opportunities for professional development and certification support.
A collaborative and inclusive remote work environment.
The chance to work with cuttingedge technologies and make a meaningful impact.
