Provide remote support to other US staff and to CI customers
Aid in user account management, including but not limited to adding, removing, and maintaining account access to various resources
Apply customer service and customer support principles and methods
Install systems in customer organizations
Install primary and peripheral computer software and hardware
Troubleshoot and resolve problems on desktop computers, laptop computers, and/or applications or software for customers
Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications
Test and debug programs according to detailed requirements and submit results
Provide support in customer service, help resolve user accounts, and troubleshoot the configuration of software and/or Operating Systems
Provide support in testing software deployment by testing and submitting survey results

1-2 years of IT help desk support
Proficiency in laptop and desktop computers and Operating Systems and hardware technologies
Strong customer service skills, both oral and written
Ability to follow knowledge articles and articulate instructions in a chat, phone, email, and within the documentation a support session to assist customers
An ability to assist multiple customers at a time when possible
An ability to open and monitor the status of trouble tickets and add pertinent information into the current US ticketing system, Service Now or any other required ticket documentation system, to include steps leading to resolution or escalation
Customer service experience in a call center or equivalent
High school diploma or equivalent
Associate’s degree in IT or equivalent experience preferred
Must be a US citizen

health, life, disability, financial, and retirement benefits
paid leave
professional development
tuition assistance
work-life programs
our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards

Help Desk Specialist

Key skills