We are seeking a highly organized and customer-focused Helpdesk Support Specialist to join our team. In this role, you will be responsible for receiving incoming calls from users experiencing technical issues, diagnosing the problem, and effectively escalating the issue to the appropriate teams for resolution (catch and release). The ideal candidate will have excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve technical issues efficiently.

Responsibilities:

1. Receive incoming calls and emails from users reporting technical issues with hardware, software, or network systems.
2. Provide first-level support and troubleshooting to diagnose technical problems and attempt to resolve them remotely.
3. Document all support interactions, including details of the reported issue, troubleshooting steps taken, and any resolutions achieved.
4. Escalate unresolved issues to the appropriate teams, including network, systems, or application support teams, ensuring timely and accurate handoff for further investigation and resolution.
5. Collaborate with other support specialists and technical teams to resolve complex technical issues and ensure seamless communication and coordination.
6. Follow up with users to ensure that reported issues have been resolved satisfactorily and provide additional support or guidance as needed.
7. Maintain a high level of customer satisfaction by providing prompt and courteous support and effectively managing user expectations.
8. Assist with the creation and maintenance of knowledge base articles, user guides, and other support documentation to facilitate self-service support options for users.
9. Stay up-to-date on the latest technology trends, best practices, and troubleshooting techniques to continuously improve support services.
10. Participate in on-call rotations and after-hours support as required to ensure 24/7 coverage for critical systems and services.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Proven experience in a helpdesk or technical support role, preferably in a fast-paced environment.
• Strong technical aptitude and troubleshooting skills with the ability to diagnose and resolve technical issues independently.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
• Familiarity with IT service management tools such as ServiceNow, Zendesk, or Jira.
• Ability to prioritize and manage multiple tasks and support requests simultaneously in a dynamic environment.
• Knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• IT certifications such as CompTIA A , Network , or Microsoft Certified Professional (MCP) are a plus.
• Customer service-oriented mindset with a strong commitment to delivering high-quality support services.
• Willingness to learn and adapt to new technologies and processes as needed.