Location: Austin, TX
Duration: 8 Months
We are seeking a highly customer-focused Help Desk Support Specialist to provide first-level technical assistance to end users. The ideal candidate will have strong communication skills, a passion for problem-solving, and the ability to support users with varying levels of technical proficiency.
In this role, you will handle inbound calls and emails, troubleshoot technical issues, assist with account setups, and support conference room A/V technology. You will also be responsible for documenting tickets accurately and escalating issues when necessary.
Key ResponsibilitiesProvide front-line technical support via phone, email, and in person.
Diagnose and troubleshoot issues related to hardware, software, accounts, printers, and basic network functions.
Perform password resets, account creation, user onboarding setup, and hardware configuration.
Support audio and video equipment in conference rooms.
Follow documented procedures to resolve more complex technical issues.
Keep detailed and accurate records of support interactions in the ticketing system.
Escalate unresolved or high-priority issues to the appropriate team.
Monitor issue trends and communicate recurring problems to management.
3 years of experience delivering superior customer service across phone, email, and in-person channels.
2 years of experience supporting users with varying levels of technical proficiency.
2 years of experience providing technical support for computers, Microsoft Office Suite, Windows 10, Adobe products, and general troubleshooting.
1 year of experience working with Active Directory .
1 year of experience working with cloud platforms , such as Microsoft Azure.
1 year of experience demonstrating strong motivation to grow and advance within an organization.
Strong desire to develop within a company that offers significant growth opportunities.
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