Helpdesk Specialist

Description

The company protects over 100,000 organizations worldwide from cyber and AI-driven threats, covering hybrid networks, cloud environments, digital workspaces, and AI systems.

This is a first-line helpdesk role where you give technical support to end users through phone, email, chat, or in person.

Responsibilities

• Answer user questions and fix hardware and software problems on first contact, meeting the agreed service level agreements (SLAs).
• Find, diagnose, and solve problems with computers, software applications, network connections, and other IT equipment.
• Help users set up and configure workstations, printers, peripherals, and other IT devices.
• Log every reported incident, question, and fix accurately in the helpdesk ticketing system.
• Write and update knowledge base articles, user guides, and FAQs so users can help themselves.

Requirements

• Some experience supporting Microsoft Windows (10/11, Server 2012/2019).
• Knowledge of PC and network connectivity, including Ethernet and TCP/IP.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of computer hardware, software applications, operating systems, and network troubleshooting.
• Advanced troubleshooting skills.
• Clear verbal and written communication, with the ability to explain technical topics to non-technical users.
• A customer-focused approach and a firm commitment to high-quality support.
• Ability to work independently, set priorities, and juggle several tasks in a fast-moving environment.
• Knowledge of Mac OS X and Linux is an advantage.
• You must be eligible to work in the United States without sponsorship from an employer now or in the future.
• Equal opportunity employer (M/F/Veterans/Persons with disability). All information is handled confidentially under EEO guidelines.
• Base pay is estimated at $24/hr to $29/hr. Final pay depends on location, experience, certifications, and business needs, and has not been adjusted for geographic differentials for the work location.

Conditions

Base pay is estimated at $24/hr to $29/hr, not yet adjusted for the geographic differential of the work location.

Some roles may also qualify for an annual bonus or sales incentive tied to revenue or utilization, based on the plan terms and the individual's role, with awards based on individual performance.

Benefits may vary based on employment type and the country or state where you work.

Benefits

• US-based employees receive healthcare, a 401(k) with company match, short-term and long-term disability coverage, basic life insurance, stock awards, and an employee stock purchase plan.