Helpdesk Support Specialist

Title: Helpdesk Support Specialist

Location: Regional, Mid-Atlantic Area
Employment Type: Full-Time/Perm

Description:

• The Helpdesk Support Specialist is responsible for delivering Level 1 technical support to users through phone, email, and web communication, addressing both network and software-related issues.

• The role includes problem analysis, documentation, resolution, and escalation when necessary. This position supports users interacting with an in-house ERP system and requires coordinating with technical teams to ensure seamless operations.

Primary Responsibilities:

• Provide Level 1 technical support for network and software issues via phone, email, and video conferencing.

• Assist internal teams with the client portal and application functionality.

• Coordinate with technical teams during portal launches and provide post-production support and training.

• Prepare and manage training materials for international use.

• Monitor scheduled data jobs and escalate issues as needed.

• Document recurring issues and escalate them for immediate or future resolution.

• Adhere to company policies and ethical standards in all professional interactions.

Required Skills:

• Associate's or Bachelor's degree preferred but not required.

• At least two years of experience in IT support and troubleshooting for web-based systems.

• Strong problem-solving skills and the ability to learn and adapt to new technologies.

• Excellent communication skills for both technical and non-technical audiences.

• Familiarity with online conferencing tools such as GoToAssist and Join.Me.

• Ability to thrive in a fast-paced environment while maintaining a high standard of support.

Desired Skills:

• Experience working in a customer support or helpdesk environment.

• Familiarity with ERP systems and basic networking concepts.

• Capability to document and escalate issues efficiently.

Compensation:
Pay Range:$33600-$48000

Benefits:
A comprehensive benefits package is offered. Reach out to your to find out more.

EEO Statement:
Learn more about our EEO policy here: