What are the responsibilities and job description for the Helpdesk Specialist position at Educology Solutions?
Job Description: Helpdesk Specialist
Position Overview
ESI is seeking a knowledgeable and customer-focused Helpdesk Specialist to provide first-line technical support to our employees and clients. The Helpdesk Specialist will be responsible for troubleshooting hardware, software, and network issues, resolving service requests in a timely manner, and ensuring users receive effective solutions with a high level of customer service.
Key Responsibilities
Position Overview
ESI is seeking a knowledgeable and customer-focused Helpdesk Specialist to provide first-line technical support to our employees and clients. The Helpdesk Specialist will be responsible for troubleshooting hardware, software, and network issues, resolving service requests in a timely manner, and ensuring users receive effective solutions with a high level of customer service.
Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing system.
- Diagnose and resolve hardware, software, and network-related issues.
- Provide step-by-step technical support, guidance, and training to users.
- Escalate complex issues to higher-level IT staff or vendors when necessary.
- Maintain accurate records of issues, solutions, and follow-ups in the helpdesk ticketing system.
- Install, configure, and troubleshoot operating systems, applications, and peripheral equipment.
- Assist with account setup, password resets, and system access requests.
- Monitor system performance, identify recurring issues, and suggest long-term solutions.
- Ensure compliance with IT policies, procedures, and security standards.
- Contribute to knowledge base documentation for common problems and resolutions.
- Education: Bachelor’s degree in Information Technology, Computer Science, or related field OR 3 Years of equivalent work experience).
- 7 years in a helpdesk, technical support, or customer service role.
- 5 years with PC operating systems (e.g., DOS, Windows) and help desk support.
- Technical Skills:
- Proficiency with Windows and/or macOS operating systems.
- Knowledge of Microsoft 365, Active Directory, and common business applications.
- Familiarity with networking basics (TCP/IP, DNS, VPN, Wi-Fi).
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Soft Skills:
- Strong communication and interpersonal skills.
- Ability to remain calm under pressure and explain solutions clearly to non-technical users.
- Strong problem-solving and time-management abilities.
- CompTIA A , Network , Security and Microsoft certifications.
- Experience supporting remote and hybrid work environments.
- Knowledge of ITIL service management principles.
