Technical Helpdesk Specialist

• A Service Desk Agent provides first-level IT support, resolves technical issues, and serves as the primary point of contact between end users and IT teams., * Service Desk Agents are responsible for handling incoming technical support requests from users via phone, email, or chat, and providing timely solutions to IT-related issues.
• Troubleshooting hardware, software, and network problems on desktops, laptops, and peripherals.
• Logging, tracking, and managing service tickets throughout their lifecycle, ensuring Service Level Agreements (SLAs) are met.
• Escalating complex issues to higher-level support or specialized teams when necessary.
• Providing administrative support, such as updating client records, coordinating service installations, and managing backend operations.
• Liaising with internal teams, vendors, and stakeholders to ensure smooth service delivery and customer satisfaction.
• Maintaining documentation of troubleshooting steps, solutions, and system configurations for future reference.

• Service Desk Agents need a combination of technical expertise and soft skills:
• Technical skills: Knowledge of operating systems, software applications, networking basics, and IT troubleshooting.
• Soft skills: Excellent communication, problem-solving, and customer service abilities.

$20 - $21 an hour - Full-time, Contract