SBS Helpdesk

We are seeking a customer-focused Help Desk Support Specialist to serve as the first point of contact for end users requiring technical assistance. This role provides Tier 1 support for hardware, software, and business applications, troubleshooting issues, documenting resolutions, and escalating complex problems as needed. The ideal candidate will have strong communication skills, a customer-service mindset, and experience working within a ticketing environment.

Key Responsibilities

• Serve as the primary point of contact for customers and end users seeking technical support.

• Troubleshoot software, hardware, operating system, and application issues via phone, email, and remote support tools.

• Document incidents, service requests, troubleshooting activities, and resolutions within the ServiceNow ticketing system.

• Escalate unresolved issues to Tier 2 support teams and track tickets through completion.

• Provide timely follow-up and status updates to customers and internal stakeholders.

• Maintain accurate support documentation and adhere to established Service Desk procedures.

• Assist with limited system administration and user support activities.

• Diagnose and resolve issues using documented procedures, knowledge base articles, and troubleshooting guides.

• Monitor, prioritize, and manage support tickets to ensure service level expectations are met.

• Contribute to continuous improvement of support processes and documentation.

• Minimum 1 year of Help Desk, Service Desk, IT Support, or Technical Support experience.

• Experience providing Tier 1 application and technical troubleshooting support.

• Strong customer service and interpersonal skills.

• Excellent verbal and written communication abilities.

• Working knowledge of Microsoft Office 365, Windows operating systems, and computer hardware/software.

• Experience using ticketing systems to document, track, and resolve support requests.

• Proficiency with Microsoft Word and Excel.

• Strong analytical, organizational, and problem-solving skills.

• Ability to prioritize work, meet deadlines, and work effectively both independently and within a team environment.

• High school diploma or equivalent.

Preferred Qualifications

• Experience supporting ERP, procurement, HR, or other enterprise business applications.

• Knowledge of Ivalua Procurement, CGI Advantage, or CGI HRM applications.

• Experience installing, configuring, and troubleshooting business or government software applications.

• College coursework or technical school training in Information Systems, Computer Science, or a related field.

• Additional experience in application support, systems administration, or enterprise software environments.

Work Environment

• Primarily office-based or hybrid work environment, depending on business needs.

• Frequent interaction with end users, customers, and technical teams.

• May require handling multiple support requests simultaneously while maintaining high-quality customer service.

Education

• High school diploma or equivalent required.

• Associate degree, technical certification, or coursework in Information Systems, Computer Science, or a related field preferred.