Help Desk Support

Role Overview

• Provide first-line technical support to end-users via phone, email, chat, or in-person, ensuring high customer satisfaction.
• Diagnose and resolve hardware, software, and network issues by troubleshooting and analyzing system errors or malfunctions.
• Escalate complex technical issues to appropriate teams or specialists, ensuring timely resolution.
• Install, configure, and upgrade computer hardware, software, and peripheral devices.
• Assist in maintaining and administrating user accounts, permissions, and access rights.
• Create and maintain accurate documentation of technical procedures, troubleshooting steps, and solutions.
• Collaborate with other IT team members to identify recurring issues, develop solutions, and implement preventive measures.
• Stay current with IT support trends and technologies, identifying process improvement opportunities.
• Provide basic training and guidance to end-users on properly using hardware, software, and systems.
• Adhere to established service level agreements (SLAs) and prioritize support requests based on their impact and urgency.
• Monitor and respond to IT support tickets, ensuring timely updates and resolution.
• Maintain an inventory of hardware, software licenses, and equipment, and assist with procurement processes when necessary.
• Create clear communication materials and training support for new or updated processes to ensure successful adoption across teams.
• Identify opportunities to streamline data exchange processes and reduce manual work.
• Identify process improvements to enhance efficiency and accuracy.
• Assist with special or cross-functional projects, tasks, and initiatives as assigned.

Requirements

• 1-3 years of experience providing technical support to end-users in a help desk or similar environment.
• Familiarity with ERP or CRM systems
• MS Business Central and Salesforce a plus.

Tech Stack

• ERP

Benefits

• Health benefits with coverage on day one.
• Robust paid leave following the birth or adoption of a child.
• Hybrid and remote environments allow for collaboration, creativity, and some quiet time to focus.
• Professional development, certification, and learning resources to invest in every team member.
• Wellness programs offering access to free counseling and health and wellness programs.
• Competitive compensation because we are looking for top talent.
• A growth environment where creative thought drives limitless potential.