IT Helpdesk Specialist — Flexible Hours & Problem Solver

Fagron

Decatur (AL)

On-site

USD 38,000 - 56,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Competitive Salary & Bonus Program

Health, Vision, and Dental Insurance

Company Paid Life Insurance

Generous Paid Holidays

Paid Volunteer Time

Generous Paid Time Off and Rollover

Company matching 401K

Employee Assistance Program

Flexible working arrangements

Job summary

Fagron in Decatur, Alabama is seeking a tech-savvy Helpdesk Agent to join our IT support team onsite. You will resolve hardware and software issues, run diagnostics, and provide friendly, professional assistance to users.

The role requires proven help desk experience, proficiency in English, knowledge of help desk software and remote-control tools, and strong communication and troubleshooting skills. Candidates should have an associate degree in IT or CS and at least two years of customer

Qualifications

Proven experience in providing help desk support.
Proficiency in English.
Working knowledge of help desk software, databases, and remote-control tools.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking abilities.
Strong customer service orientation.
2+ years of customer service experience.
Associate degree in Information Technology, Computer Science, or equivalent.

Responsibilities

Be the first point of contact and deliver resolutions to user issues with a friendly and professional demeanor.
Escalate unresolved queries to the next level of support promptly and efficiently.
Track, route, and redirect problems to the appropriate resources.
Keep customer data updated and produce clear, accurate activity reports.
Guide customers through problem-solving processes with patience and clarity.
Follow up with customers to ensure satisfaction and problem resolution.
Use your excellent customer service skills to exceed expectations.
Ensure proper recording, documentation, and closure of tickets.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge base tech notes and articles.