Helpdesk Support Specialist
Helpdesk Support Specialist
ACS Consultancy Services, Inc
United States
See who ACS Consultancy Services, Inc has hired for this role
Location: Remote
We are currently seeking candidates who meet the following qualifications
Responsibilities
- Provide first-level technical support to end-users via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Document and track support requests, ensuring timely resolution.
- Assist users with installation, configuration, and ongoing usability of system hardware and software.
- Escalate unresolved issues to appropriate technical teams.
- Maintain a high level of customer satisfaction by delivering exceptional service.
- Create and update user manuals, FAQs, and knowledge base articles.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Stay updated on industry trends and emerging technologies.
- Associate's or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Proven experience as a helpdesk support specialist or other customer support role.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication skills, both verbal and written.
- Customer-oriented and cool-tempered.
- Proficient in English; knowledge of additional languages is a plus.
- Experience in helpdesk software (e.g., Zendesk, Freshdesk) and remote support tools.
- Certification in Microsoft, Cisco, or similar technologies is a plus.
- Federal Experience is a plus.
Kindly do not call the general line to submit your application.
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Seniority level
Associate -
Employment type
Full-time -
Job function
Information Technology -
Industries
IT Services and IT Consulting
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