Helpdesk Technician Level I

JOB DESCRIPTION: Job Title: Helpdesk Technician Level I

THE ROLE

The Help Desk Support role is responsible for providing timely and effective technical assistance to customers, primarily libraries, by responding to inbound support calls. This position troubleshoots and resolves software and hardware issues, guides customers through solutions, and ensures a positive support experience. The role requires strong problem-solving skills, clear communication, and the ability to diagnose technical issues while maintaining a high level of customer service.

KEY RESPONSIBILITIES

• To handle technical queries received by phone calls/email/customer centre
• Respond to customer technical inquiries via phone, email, and the customer support center.
• Provide first line troubleshooting support for company software and hardware products.
• Identify root causes of issues and communicate solutions clearly to internal teams and customers.
• Route inquiries into the appropriate departments when needed.
• Coordinate and schedule Field Service Engineer visits and manage service events throughout completion.
• Order and track service parts required to resolve customer issues.
• Manage time-and-materials service cases from quotation through invoicing.
• Identify opportunities to improve service processes and communicate recommendations.
• Collaborate with the broader team to develop and strengthen problem-solving capabilities.
• Work with the wider team to learn and further develop problem solving techniques.
• Hybrid schedule Tuesday/Wednesday/Thursday in office.
• You must enjoy making and taking customer calls and always try to find a first-time fix with the customer in the shortest possible timescale.

Required Qualifications

• Associate or bachelor's degree in information technology, Computer Science, or related field, or equivalent combination of coursework, certifications, or practical expericence.
• Solution focused mindset and enjoy working as part of a team to share knowledge.
• Strong analytical mindset and an irrepressible desire to bring a problem to the solution using all available means.
• Experience with Customer Management systems, ideally NetSuite.
• Previous telephone/ customer service experience.

Job Type: Full-time

Pay: $44,000.00 - $46,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• I understand that the in-office policy is 3 days in office, Tuesday/ Wednesday/ Thursday.
• I understand that the salary range is $44,000-$46,000 USD per year?

Education:

• Associate (Preferred)

Work Location: In person

Salary : $44,000 - $46,000