Associate Helpdesk Specialist

Jobtailor

Center Valley (Lehigh County)

On-site

USD 42,000 - 54,000

Full time

3 days ago

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Job summary

Jobtailor is seeking a dedicated IT Helpdesk Technician to serve as the first point of contact for teammates needing assistance with hardware, software, networks, or incidents. You will answer calls, chats and emails, and document tickets.

Two+ years in technical support are required; a Bachelor's in CS/IS or related field is preferred. Strong troubleshooting, AD, and ticketing tools along with excellent verbal and written communication are essential.

Qualifications

2+ years of technical support experience.
Bachelor’s degree preferred in CS/IS or related field.
Proficiency with service desk software and AD.
Strong troubleshooting and multitasking abilities.
Excellent verbal and written communication skills.

Responsibilities

Serve as the first point of contact for hardware, software, network incidents, requests, or problems.
Answer calls, chat sessions, and process emails.
Log and manage incidents in the ticketing system and escalate when needed.
Provide immediate resolution when possible or reassign to next level.
Monitor queues to meet SLA for response and resolution times.
Maintain attention to detail and collaborate in a team environment.

Skills

Advanced Troubleshooting

Multitasking

Effective Communication

Documentation Skills

Attention to Detail

Team Player

Education

Bachelor’s Degree in Computer Science or related field

Tools

Service Desk Software

Active Directory

Remote Desktop Tools

Chat-Session Technology

Job description

Serve as the initial point of contact for team members requiring assistance with hardware, software, network incidents, requests, or problems.
Answer calls, chat sessions, and process email messages.
Address incident tickets submitted directly by team members or via automation.
Provide immediate resolution when possible, or reassign/escalate to next-level support when necessary.
Capture relevant information in the ticketing system.
Prioritize issues, investigate and search for solutions, and update users on progress.
Monitor ticket queues to ensure service-level expectations for response and resolution times are met.

Requirements

Bachelor’s Degree in Computer Science, Information Systems, or other related field is preferred.
Minimum 2 years of experience in technical support.
Working knowledge of service desk ticketing software, remote control tools, Active Directory, and chat-session technology.
Advanced troubleshooting and multitasking skills.
Excellent verbal and written communication skills, including the ability to manage more than one chat session at a time.
Very strong attention to detail.
Dependable with excellent attendance; able to work well in a team environment.
IT or ITIL Foundations certification is a plus.
Proficiency in Microsoft Office Suite.
Ability to work day, evening and/or weekend hours as needed.
Ability to sit, speak and operate telephone and/or computer for long periods of time.
Ability to handle pressure, stressful conditions, and conflict resolution.
Ability to stand, walk, climb, kneel, crouch and bend over for work at office premises and office events.
Regular attendance in the office; 4 days a week onsite.
Where applicable, fluency in English and languages relevant to the working market.

Core Competencies

Demonstrates expertise in technical support, including advanced troubleshooting, ticketing systems, and effective communication. Proficient in managing multiple requests while ensuring service-level expectations are met.

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