Helpdesk Specialist

The Helpdesk Specialist is responsible for providing world class, end-user support and customer service on company-supported computer applications and platforms. You troubleshoot problems and advise on the appropriate actions. The Helpdesk Specialist is also responsible for ensuring issue resolution and customer satisfaction. In this role, you will be on call for our GCC employees to solve their technical problems while also helping the company scale by advising on additional, appropriate technologies.

Duties and Responsibilities:

  • Respond to requests for technical assistance in person, via phone, electronically, remotely
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise user on appropriate actions
  • Escalate issues to senior IT Operations staff (other appropriate resource) when necessary
  • Follow standard help desk procedures
  • Prioritize help desk issues
  • Log all help desk interactions
  • Purchase and deploy end-user computers and necessary software
  • Administer help desk software
  • Identify trends and develop solutions to address them when needed
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests and document resolutions
  • Prepare activity reports when requested
  • Stay current with system information, changes and updates
  • Occasional end-user training
  • Make recommendations to IT Operations personnel and assist with escalated issues as needed
  • Assist with Active Directory and Exchange administration in relation to job duties


  • High school diploma required, college degree preferred
  • Minimum one year related experience required
  • Working knowledge of fundamental operations of relevant software, hardware and other equipment
  • Knowledge of relevant call tracking applications
  • Knowledge and experience of customer service practices
  • Related experience and training
  • Ability to lift 20-30 lbs comfortably

Key Competencies:

  • Excellent oral and written communication skills
  • Customer service oriented
  • Problem analysis / Problem-solving
  • Adaptable / Flexible
  • High level of Determination
  • Ability to plan and organize
  • Attention to detail
  • Stress tolerance
  • Able to work independently

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