Helpdesk Assitant ( Chat Email Call

Job Summary

We are seeking a motivated, customer-oriented Helpdesk Assistant to join our IT team. As the primary point of contact for technical support, you will be responsible for providing fast and effective assistance to employees or customers via phone, email, and real-time chat. The ideal candidate is tech-savvy, patient, and capable of resolving basic hardware, software, and networking issues, while ensuring high levels of customer satisfaction and timely ticket resolution.

• Multichannel Support:
  Serve as the first point of contact for end-users seeking technical assistance, responding to inquiries promptly via phone calls, email, and live chat platforms.
• Troubleshooting:
  Diagnose and resolve technical problems with hardware (computers, printers, peripherals) and software (OS, applications, office tools).
• Account Management:
  Perform user account administration, including password resets, creating/disabling accounts, and verifying user identity.
• Ticketing & Documentation:
  Log all customer interactions, troubleshoot steps, and resolutions in the ticketing system (e.g., Jira, Service Now, Zendesk) to maintain accurate records.
• Escalation:
  Identify complex issues that cannot be resolved at Tier 1 and escalate them to senior technicians or specialized teams.
• Remote Assistance:
  Utilize remote-control tools to assist users with software installation, configuration, and troubleshooting.
• Follow-Up:
  Ensure timely resolution and follow up with users to confirm their issues are resolved to their satisfaction.
• Knowledge Base Maintenance:
  Assist in creating and updating FAQs, user guides, and internal knowledge base articles.

• Education:
  
  High school diploma or equivalent required;
  Associate degree in IT, Computer Science, or related field preferred.
• Experience:
  
  1 years of experience in customer service, IT support, or a helpdesk environment.
• Technical
  
  Skills:
  
  Working knowledge of Windows 10/11 and macOS, Microsoft 365, Google Workspace, and basic understanding of LAN/VPN connectivity.
• Communication:
  Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Soft Skills:
  
  High patience level, excellent organizational skills, and the ability to multitask in a fast-paced environment.

• Compensation:
  Competitive hourly salary,
• Health Coverage:
  Comprehensive medical, dental, and vision insurance.
• Time Off:
  Paid vacation, sick leave, and paid holidays.
• Retirement: 401(k) or similar retirement plan.
• Career Development:
  Professional development assistance and tuition reimbursement.
• Flexibility:
  Potential for hybrid or remote work arrangements.