Software Help Desk Specialist

Freddie Mac; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company in the tech industry is seeking a Help Desk Specialist to provide technical assistance to end-users across the U.S. The role involves troubleshooting hardware and software issues, managing helpdesk requests, and maintaining communication with users. Ideal candidates will possess strong analytical skills, technical knowledge of various operating systems, and the ability to work independently.

Qualifications

• Bilingual Preferred (English and Spanish).
• Ability to work remotely with minimal supervision.

Responsibilities

• Respond to and resolve user inquiries, requests and issues.
• Provide technical support for hardware, software, and network-related problems.
• Diagnose and troubleshoot technical issues through phone, email.

Skills

Technical knowledge of Windows

Technical knowledge of Macintosh operating systems

Analytical skills

Problem-solving skills

Flexibility

Education

High school diploma or equivalent

Job description

About Fellers, LLC

Since 1986, Fellers has been a reliable source of sign and graphics films, color change vinyls, and supplies for printers, sign makers, and installers across the U.S. In 2021 Fellers was purchased by APG, a San Francisco based Private Equity firm. Since this time, Fellers has invested heavily in their business and has expanded into new growth segments including automotive window tint, paint protection film, printing and finishing equipment, tools, and film-cutting software. Fellers is the trusted leader in delivering speed , service , and selection to our customers. This is backed by a national network of warehouses, stocked with industry leading brands and a competitive proprietary branded product offering. Additionally, Fellers has a dedicated sales team which is supported by best-in-class customer service and technical support professionals to deliver superior service.

About the role

Help Desk Specialist is a professional responsible for providing technical assistance and support to end-users or customers. Their primary role is to help resolve issues related to hardware, software, networks, or other IT-related problems.

What you'll do

• Respond to and resolve user inquiries, requests and issues in a timely manner, including documentation of issues and resolution through the creation, maintenance and closing of helpdesk tickets.
• Provide technical support for hardware, software, and network-related problems.
• Identify potential issues by analyzing incoming technical support issues and communicate to management accordingly.
• Diagnose and troubleshoot technical issues through phone, email.
• Identify and escalate priority issues and route unresolved issues to appropriate resource.
• Identification of trends with trouble tickets and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Perform other duties as assigned by management.

Qualifications

• Ability to work remotely with minimal supervision.
• Technical knowledge of Windows and Macintosh operating systems and network firewalls
• Ability to troubleshoot, instruct users, and resolve issues remotely.
• Proven ability to function in an environment that requires flexibility, good judgment, and sound decision-making, often based on limited information.
• Strong analytical and problem-solving skills.
• High school diploma or equivalent
• Bilingual Preferred (English and Spanish)

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

As part of our commitment to maintaining a safe and productive work environment, we require all new hires to pass a background check and drug screen unless otherwise prohibited by state law. Any offers of employment made are contingent on these requirements. Please note that failure to pass the background check or drug screen will result in disqualification from employment.

The pay range for this role is:

21 - 25 USD per hour (Remote (United States))