Help Desk Support Representative
Help Desk Support Representative
About the Role
The Help Desk Support Representative provides timely, accurate technical and service support to end users. This role helps ensure employees can work effectively by resolving issues, answering questions, and guiding users through troubleshooting steps. Success in this position looks like delivering excellent customer service, maintaining clear communication, documenting resolutions, and consistently meeting support response and resolution expectations. Duties & Responsibilities Provide first-line technical support for hardware, software, accounts, and connectivity issues. Triage incoming requests and prioritize tickets based on urgency, impact, and available information. Troubleshoot problems using established procedures, diagnostic tools, and knowledge base resources. Resolve issues directly when possible and escalate complex cases to the appropriate team or vendor. Communicate clearly with users throughout the support process, including expected timelines and next steps. Document ticket details, troubleshooting actions, and final resolutions in the ticketing system. Assist with user onboarding and offboarding tasks, including account access and permissions support. Monitor support queues and follow up to ensure tickets are resolved or appropriately advanced. Maintain confidentiality of user and business information in accordance with internal policies. Continuously improve support quality by sharing recurring issues and recommending knowledge base updates.
Requirements
Education: High school diploma or equivalent; additional technical training or certification is a plus. Experience: 1+ years of help desk, technical support, or customer support experience. Technical skills: Working knowledge of troubleshooting for Windows/Mac environments and common productivity applications. Tools: Experience using a ticketing system (e.g., ServiceNow, Jira Service Management, Zendesk, or similar). Systems: Familiarity with user account management concepts (e.g., permissions, password resets, access provisioning). Industry knowledge: General understanding of IT support processes and service levels. Communication: Strong written and verbal communication skills with the ability to explain technical concepts clearly. Customer focus: A service-oriented mindset and ability to remain professional in high-volume situations. Problem-solving: Strong analytical skills and the ability to follow documented procedures and escalate appropriately.
Benefits
Health insurance options (medical, dental, and vision). Paid time off (PTO) and paid holidays. Retirement plan options (such as a 401(k), where available). Professional development and career growth opportunities. Wellness support and employee assistance resources (where available).