Help Desk Specialist

2 weeks ago

Florham Park, United States FitSeed Consulting Inc. Full time

One of our clients, a Japanese IT company seeks a Help Desk Specialist.
- Onsite 5 days, Full-time, Exempt

**Salary**: 55-65K per year

The Help Desk Specialist is responsible for delivering technical support, troubleshooting issues, and ensuring the efficient operation of our systems. This role requires a strong technical background, excellent problem-solving skills, and a commitment to delivering excellent customer service. You will serve as the first point of contact for resolving technical problems and assisting users.

Customer Support:

- Tailor responses and assistance to the technical level of the customer, ensuring clear and understandable explanations.
- Empathetically assist clients with limited IT knowledge in a patient and supportive manner, helping them feel comfortable and confident in resolving their technical issues.

Issue Resolution:

- Assist users in troubleshooting hardware, software, and network-related problems, adapting explanations to the client's technical proficiency.
- Document and track customer issues in a ticketing system, ensuring timely resolution and maintaining communication with clients.
- Proactively identify and address recurring technical challenges faced by clients with limited IT knowledge by creating user-friendly guides and instructions.

Training and Guidance:

- Offer guidance and training to clients and end-users, adapting training materials to the client's technical literacy.
- Create user-friendly documentation, video tutorials, or step-by-step guides to empower clients with basic IT knowledge to solve common issues on their own.
- Host webinars or training sessions for clients to enhance their IT proficiency.

Documentation:

- Maintain accurate records of customer interactions, issues, and resolutions.
- Contribute to the creation of knowledge base articles and FAQs for user self-help.

Customer Satisfaction:

- Ensure a high level of customer satisfaction through professional and efficient support.
- Collaborate with customers to address their technical needs and build strong relationships.

**WORK EXPERIENCE REQUIREMENTS**
- Relevant certifications (e.g., CompTIA A+, Network+, or similar).
- Proven experience in a Help Desk Specialist role or similar technical support position.
- Strong technical knowledge of hardware, software, operating systems, and basic network concepts.
- Excellent problem-solving and communication skills.
- Ability to work independently and flexibly in a team, prioritize tasks, and meet deadlines.
- Physical ability to lift/move equipment as needed, and the flexibility to travel to the office or client sites when requested.
- Capacity to adapt to out-of-office hours work when necessary.
- Must have a valid driver's license. If not currently in possession of one, the ability to obtain a driver's license will be required for this position.

Pay: $55,000.00 - $65,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 2 years
- 3 years
- 4 years
- 5 years

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Florham Park, NJ: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Do you have the capacity to adapt to out-of-office hours work when necessary?
- Do you have strong technical knowledge of hardware, software, operating systems, and basic network concepts?

**Education**:

- Bachelor's (required)

**Experience**:

- Help desk: 1 year (required)
- Technical support: 2 years (preferred)

**Language**:

- Japanese (preferred)

License/Certification:

- CompTIA A+ (preferred)
- CompTIA Network+ (preferred)
- Driver's License (preferred)

Work Location: In person

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