> Markdown version of [/jobs/ext/3335947-sbs-helpdesk](https://www.wearedevelopers.com/jobs/ext/3335947-sbs-helpdesk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# SBS Helpdesk

- **Company:** Epitec, Inc.
- **Location:** Montgomery, AL, United States
- **Salary:** $49,026.0
- **Contract:** Temporary contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Software Applications, Business Software, Information Systems, System Configuration, Issue Tracking Systems, Remote Service Software, Enterprise Software Applications, ServiceNow IT Service Management, Software Troubleshooting, Computer Equipment, Information Technology
- **Published:** September 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=dbefa2115f3b723a

## About the Role

* 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.

## Description

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.