Helpdesk Support

job summary: We are seeking a customer-focused and technically proficient individual to join our fast-paced IT support team. The ideal candidate will serve as the first point of contact for end users globally, resolving a high volume of hardware and software issues efficiently while maintaining a superior level of customer satisfaction. This role requires strong communication skills, an ability to manage multiple priorities, and a commitment to adhering to all information security and escalation guidelines. location: Telecommute job type: Solutions work hours: 9am to 5pm education: High School responsibilities: Handle a high volume of inbound calls from end-users, averaging 400-800 calls per month, regarding Desktop Hardware and Software support. Resolve approximately 70% of calls at the Tier 1 level with an average talk time of approximately 6 minutes per call. Provide immediate technical support for common issues, including: • Password resets on multiple systems and hosts, following all information security guidelines. • Network and wireless connectivity issues (supporting Enterprise Wireless Operations). • Troubleshooting issues with Outlook, MS Office, and various proprietary applications. Provide dedicated first-level support for: • Remote user laptops. • Remote users on thin client/virtual machine platforms. • Company VPN/Remote solutions. Escalate the remaining 30% of incidents to 2nd Level Support Teams or other management/staff as necessary, prioritizing issues to ensure a low incoming call answer time. Provide international support for overseas operations. Accurately document all reported incidents in ServiceNow, entering pertinent information and updates of all troubleshooting steps taken. qualifications: Experience: A minimum of 2 years of previous inbound customer service experience, ideally in a technical or help desk role. Technical IT Knowledge: Strong foundational technical IT knowledge (beyond general computer skills). Ticketing Software: Experience with a major ticketing software such as ServiceNow, Peregrine, Remedy, or HP Service Manager. Typing Proficiency: Typing speed of at least 40 words per minute with 85% accuracy. Troubleshooting: Strong understanding of troubleshooting methodologies and the ability to "think out of the box" when facing complex or unique issues. Networking: Experience with troubleshooting wireless networks. Mobile Devices: Experience supporting and troubleshooting iOS/Android mobile devices. Voice/Collaboration: Experience with Cisco Voice and Jabber (or similar VoIP/collaboration tools). Certifications (Preferred): Possession of a relevant Technical certification such as A+. #LI-KA4 Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected]. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.