Helpdesk Technician II

Stefanini North America and APAC; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Stefanini North America and APAC is seeking a motivated IT Help Desk Specialist in the United States to provide end-user support via phone, email, or web submits. You will diagnose and resolve issues, document incidents, and escalate when needed.

Join a dynamic team where you’ll work with PC hardware and software troubleshooting, Outlook support, and ticketing systems, ensuring timely responses and high customer satisfaction. Shift flexibility and strong English communication are required.

Qualifications

• Bachelor’s degree or IT-related diploma is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Must have at least 2 years Technical Support experience
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed the required performance criteria.
• Able and willing to make several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.

Responsibilities

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Responds to end-user problems based on standard procedures.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
• Process P1/P2 tickets - Issue that needs immediate assistance

Skills

Technical Support

English communication

Customer Service

PC hardware troubleshooting

Software troubleshooting

Ticketing systems

Outlook support

BPO experience

Education

Bachelor's degree or IT-related diploma

Diploma/Certificate course

Tools

Ticketing software

Remote desktop tools

Job description

Details:

• Provide professional end-user support via telephone, email or web submits.


• Provide restorative or maintenance actions to resolve end-user problems.


• Responds to end-user problems based on standard procedures.


• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.


• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.


• Process P1/P2 tickets - Issue that needs immediate assistance

Details:

• Provide professional end-user support via telephone, email or web submits.


• Provide restorative or maintenance actions to resolve end-user problems.


• Responds to end-user problems based on standard procedures.


• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.


• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.


• Process P1/P2 tickets - Issue that needs immediate assistance

Job Description

• Provide professional end-user support via telephone, email or web submits.


• Provide restorative or maintenance actions to resolve end-user problems.


• Responds to end-user problems based on standard procedures.


• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.


• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.


• Process P1/P2 tickets - Issue that needs immediate assistance

Job Requirements

• Bachelor's degree or vocational in IT-related courses is a plus.


• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.


• Must have at least 2 years Technical Support experience


• Excellent in oral and written English communication.


• Excellent customer service skills.


• Must consistently meet or exceed the required performance criteria.


• Able and willing to make several calls a day when necessary.


• Familiarity and good working knowledge in PC hardware and software troubleshooting.


• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.


• Prior BPO experience in Technical Support is a plus.


• Familiarity with ticketing system, a strong advantage.


• Shift flexibility and schedule adherence are required for the position.