Helpdesk Support Specialist

The Helpdesk Support Specialist provides first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. This role serves as the primary point of contact for IT support requests and ensures a high level of customer service, timely issue resolution, and accurate documentation., * Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system

• Diagnose and resolve hardware, software, and connectivity issues on desktops, laptops, mobile devices, and peripherals
• Troubleshoot common operating systems (Windows, macOS) and productivity tools (Microsoft 365, email, VPN)
• Escalate complex issues to Tier 2/3 support or engineering teams as appropriate
• Accurately document incidents, requests, solutions, and procedures in the ticketing system
• Perform user account management tasks (password resets, access provisioning, MFA support)
• Assist with onboarding and offboarding of users, including device setup and access configuration
• Follow established ITIL or internal support processes and SLAs
• Maintain a strong customer-service mindset and communicate clearly with technical and non-technical users
• Participate in ongoing training and knowledge base updates

• 1-3 years of experience in an IT helpdesk, technical support, or customer support role
• Working knowledge of Windows operating systems and basic networking concepts (DNS, DHCP, TCP/IP)
• Experience supporting Microsoft 365 (Outlook, Teams, SharePoint)
• Familiarity with ticketing systems (e.g., HaloPSA, ServiceNow, Jira, ManageEngine)
• Strong verbal and written communication skills
• Ability to manage multiple tasks and prioritize effectively, * Associate’s or Bachelor’s degree in Information Technology or a related field (or equivalent experience)
• MSP experience or high-volume support environment
• Basic Active Directory and Azure AD experience
• Familiarity with remote support tools and RMM platforms
• Relevant certifications (CompTIA A+, Network+, Microsoft certifications)

CompTIA A+ certification is a requirement within 6 months of start date

Core Competencies

• Customer-focused mindset
• Strong problem-solving and troubleshooting skills
• Attention to detail and documentation
• Ability to work independently and as part of a team
• Professionalism and reliability

• Competitive compensation
• Medical, dental, and vision benefits
• Paid time off and holidays
• Training and certification opportunities
• Clear career growth path into Tier 2, Tier 3, or systems engineering roles, $45,000 - $55,000

Systemverse is a leading provider of IT support services and technology solutions with headquarters in Austin, Texas. We specialize in providing outsourced IT Services: On-premises and remote, 24/7 remote helpdesk, IT consulting, cloud hosting, and cloud services. We become the client’s IT Department.