Helpdesk Specialist

Helpdesk Specialist

We are seeking a Helpdesk Specialist to provide technical assistance with computer systems, hardware, and software. As a solutions desk technician, you are responsible for responding to phone queries about incidents/service requests and offering technical support to customers using computer systems, mobile devices, and printing for both hardware and software.

Principal duties and responsibilities may include:

• Serving as the first contact with customers who need technical assistance via the phone.
• Troubleshooting, diagnosing, and resolving technical hardware and/or software issues.
• Performing troubleshooting using different diagnostic techniques.
• Providing quick resolution and excellent customer service.
• Redirecting unresolved issues to the next level of support personnel.
• Providing needed information on IT products and/or services.
• Keeping records of the reported problem(s) and the resolution via the ticketing system.
• Following up with customers on unresolved issues and tickets submitted via the web portal.
• Demonstrating professional level soft skills that results in high customer satisfaction scores.
• In-depth knowledge of computer systems and mobile devices running Microsoft Windows 10 & 11, Mac OS & iOS & Microsoft Office Suite.
• Performing other related duties as assigned.

Qualifications and experience required (3+ years):

• Experience providing technical support for an IT Solutions Desk/Help Desk/Service Desk.
• Experience with Windows 10 & 11, Microsoft Office Suite, Microsoft 365, Microsoft Teams, and Mac OS & iOS, Active Directory.
• Experience diagnosing and resolving basic technical issues-hardware, software, network, and access issue- while communicating with the customer in a professional manner.
• Experience demonstrating customer-oriented focus and patience while providing excellent communication and interpersonal skills.
• Experience demonstrating advanced troubleshooting and critical thinking techniques while resolving incidents and service requests.
• Experience with security awareness management: Identity & Access Management, helping users understand security policies and best practices and responding to basic security-related tickets (phishing emails, suspicious links, password issues, MFA problems, etc.)
• Experience demonstrating advanced time management skills and multi-tasking skills.

Other requirements:

• Completion of high school curriculum or equivalent. Prefer Associate degree or higher in computer science or related field.
• Reliable transportation and possession of a valid class C driver's license.

Preferred certification:

• CompTIA A+ Certification
• Microsoft 365 Certification

About ISHIR:

ISHIR is a digital innovation and enterprise AI services provider. We work with startups and enterprises to shape the future through accelerated innovation, deep technical expertise, access to global digital talent and a passion for complex problem-solving. With our help, our clients overcome their most difficult digital challenges leveraging AI.

We are not just consultants, we are partners in our clients' success, assisting them with re(gaining) competitive edge by identifying opportunities for differentiation, industry disruption, scalable innovation, and go-to-market strategies that deliver successful outcomes.

At ISHIR, we help bold businesses accelerate innovation through Talent, Speed-to-Market, and AI. We help make an impact by solving real problems using innovation, improved customer experiences and the right technologies.

As an ISHIR employee, you will get the advanced training you need to be successful, and the opportunity to apply it. You must be passionate about technology, crave responsibility, and be eager to apply your knowledge to real business solutions for our startup and enterprise customers. These are the qualities of a person destined for success at ISHIR.

ISHIR attracts a special type of individual—someone who is proactive, thrives on challenges, feeds off success, and looks at moving targets not as obstacles but as opportunities. ISHIR is an exciting place to work. It is imbued with an entrepreneurial spirit and promotes self-reliance, open communication, and collaboration.