Helpdesk Support Specialist

Bithgroup Technologies Inc; Baltimore, Northern (MD, KY); Hybrid; USD 30,000 - 47,000; Part time

Job summary

Bithgroup Technologies Inc. in Baltimore, MD is seeking a Helpdesk Support Specialist for a hybrid/local, part-time hourly role. You will provide first-level technical support to clients via phone, email, or chat, troubleshoot issues, and document requests in the ticketing system.

The ideal candidate has a Bachelor's degree or higher in a technical field and 7+ years of helpdesk experience, with strong software/hardware knowledge and excellent communication skills for a fast-paced environment.

Qualifications

• Bachelor's degree or higher in a technical field.
• 7+ years of experience in helpdesk or related role.
• Strong knowledge of computer software and hardware.
• Excellent written and verbal communication skills.

Responsibilities

• Provide first-level technical support via phone, email, or chat.
• Troubleshoot technical issues and guide users to resolution.
• Escalate complex issues to senior team members when needed.
• Log all support requests in the ticketing system and maintain KB.

Skills

Technical troubleshooting

Customer service

Communication skills

Multi-tasking

Windows OS

Education

Bachelor's degree or higher in a technical field

Tools

Ticketing system

Remote support tools

Job description

Company Summary: We are a well established, and growing technology firm that provides cutting-edge services to businesses across the country. We are committed to delivering top-quality customer service and innovative solutions to our clients. We are currently hiring a Helpdesk Support Specialist to join our team and provide outstanding helpdesk support to our clients.

Position Summary: The Helpdesk Support Specialist will be responsible for providing first-level technical support to clients via deskside, phone, email, or chat. This person will help troubleshoot technical issues, provide guidance on problem resolution, and elevate issues when necessary. The ideal candidate is a friendly and patient problem-solver with excellent communication skills, strong technical knowledge, and a passion for helping others.

NOTE: This is a hybrid/local position. 100% Remote Candidates Will Not Be Accepted

Key Responsibilities:

• Provide technical support to clients by answering phone calls, emails, or chats in a timely and friendly manner
• Provides telephone and to users in the areas of directories, standard Windows desktop applications, and application
• Identify and troubleshoot technical issues
• Provide guidance on problem resolution
• Escalate issues to senior team members when necessary
• Log all support requests in our ticketing system
• Maintain knowledge base of common issues and resolutions
• Provide excellent customer service by building rapport with clients and ensuring their needs are met
• Work collaboratively with other team members to ensure client satisfaction
• Serves as the initial point of contact for troubleshooting hardware/software PC and printer problems.

Qualifications:

• Bachelors Degree or higher in a technical field 7+ years of experience in helpdesk support or a related role
• Strong technical knowledge of computer software and hardware
• Excellent written and verbal communication skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Friendly and patient demeanor with a passion for helping others
• Ability to work independently and as part of a team
• Familiarity with ticketing systems and knowledge bases is a plus

Specialized Experience: At least five (5) years comprehensive knowledge of PC operating systems, e.g., DOS, Windows, as well as work on a help desk. Demonstrated ability to effectively communicate orally and in writing and to have a positive customer service attitude.

NOTE: This is a part time, hourly position. If you are a dedicated, customer-focused professional with a passion for technology,