IT Helpdesk Specialist: Friendly Support & Troubleshooting

Fagron Nederland BV

Decatur (AL)

On-site

USD 42,000 - 54,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

Health, Vision, and Dental Insurance

Company Paid Life Insurance

Generous Paid Holidays

401K retirement plans

Job summary

Fagron Nederland BV is seeking a Helpdesk Agent to join our IT support team in Decatur, Alabama. You will be the first point of contact, resolving issues with hardware and software, guiding users, and escalating as needed.

You will maintain accurate records, participate in knowledge base creation, and help improve service delivery in a dynamic office environment. Strong English, 2+ years in support, and a solid IT foundation are required.

Qualifications

2+ years of customer service experience.
Proven help desk support experience.
English proficiency and strong communication.
Windows operating systems and networking basics.
Experience imaging machines and managing devices.
Experience with Intune and remote support tools.

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.