Experienced IT Helpdesk Support Specialist – Remote Technical Support and Customer Service Expert

Introduction to Our Company and Opportunity

We are a leading Child Learning Education Company dedicated to making a positive impact on the lives of children through innovative educational solutions. As part of our commitment to excellence, we are seeking an experienced and skilled IT Helpdesk Support Specialist to join our team. This is a unique opportunity to be part of a dynamic and collaborative environment where your technical expertise and passion for customer service will be valued and recognized. As a hybrid role, you will have the flexibility to work from our remote office and your home, ensuring a better work-life balance.

Job Overview

This is a tier 1-2 technical support role where you will be the primary source of technology assistance for our internal customers. Your day will be filled with a variety of challenges, from password resets and network troubleshooting to computer replacement and beyond. You will utilize ServiceNow to manage and resolve issues efficiently. As a key member of our IT support team, you will be responsible for providing top-notch technical support and ensuring customer satisfaction.

Key Responsibilities

• Provide technical support to internal customers via phone, email, or other communication channels
• Resolve technical issues in a timely and professional manner, including password resets, network troubleshooting, and computer replacement
• Utilize ServiceNow to manage and resolve issues, as well as track and analyze support metrics
• Collaborate with other IT teams to resolve complex technical issues and improve overall IT services
• Develop and maintain technical documentation and knowledge base articles to improve support efficiency and customer self-service
• Participate in training and professional development opportunities to stay up-to-date with the latest technologies and support trends

Qualifications and Requirements

To be successful in this role, you will need to possess a strong and diverse skillset in relevant areas, including:

• 1-2+ years of previous tier 1/2 level helpdesk experience
• A+ or Google IT Certificate is a plus
• Service Now experience is preferred
• Previous remote experience is preferred
• Experience working in a collaborative environment with a diverse group of people
• High school diploma or equivalent required
• Availability to work any 8-hour shift between 5am to 5pm PST (8am to 8pm EST)

Essential Skills and Competencies

In addition to the qualifications and requirements listed above, the ideal candidate will possess:

• Excellent technical troubleshooting and problem-solving skills
• Strong communication and customer service skills, with the ability to communicate complex technical information in a clear and concise manner
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork
• Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions
• Ability to adapt to changing priorities and deadlines, with a strong focus on flexibility and agility

Career Growth Opportunities and Learning Benefits

At our company, we are committed to the growth and development of our employees. As an IT Helpdesk Support Specialist, you will have access to a range of training and professional development opportunities, including:

• Technical training and certification programs to help you stay up-to-date with the latest technologies and support trends
• Professional development opportunities to help you advance your career and develop new skills
• Mentorship and coaching from experienced IT professionals
• Opportunities to participate in special projects and initiatives to develop new skills and gain new experiences

Work Environment and Company Culture

Our company culture is built on a foundation of collaboration, innovation, and customer focus. As an IT Helpdesk Support Specialist, you will be part of a dynamic and supportive team that values teamwork, creativity, and open communication. Our remote work environment is designed to provide flexibility and work-life balance, with a range of tools and resources to support your success.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Hourly rate of $20.00 - $20.00/hr
• Medical, dental, and vision benefits
• Critical Illness, Accident, and Hospital benefits
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability benefits
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Conclusion and Call to Action

If you are a motivated and skilled IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As an IT Helpdesk Support Specialist, you will be part of a dynamic and supportive team that values teamwork, creativity, and open communication. With a competitive compensation package, flexible work environment, and opportunities for growth and development, this is an opportunity you won't want to miss. Apply now to join our team and take the first step towards a rewarding and challenging career in IT support.

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