Helpdesk Operations Specialist

19 hours ago


Hanover Hills, Maryland, United States Educology Solutions Full time

Helpdesk Operations Specialist Job Description

We're seeking a skilled Helpdesk Operations Specialist to join our team at Educology Solutions. In this role, you'll be responsible for monitoring and responding to customer inquiries, troubleshooting issues, and contributing to the development and maintenance of our service desk knowledge base.

Primary Responsibilities:

  • Respond to customer inquiries via phone, email, and Maximo queues, providing timely and effective resolutions.
  • Troubleshoot complex technical issues, collaborating with senior team members when necessary.
  • Document and communicate information to develop templates and best practices, working closely with the Service Desk Manager.
  • Contribute to the development and maintenance of our knowledge base, ensuring accurate and up-to-date information.
  • Participate in regular team meetings and training sessions to stay updated on industry trends and best practices.
  • Evaluate policies and procedures to ensure adherence and continuous improvement.

Essential Qualifications:

  • A high school diploma, GED, or equivalent is required.
  • 3-5 years of helpdesk experience is necessary.
  • Prior IT or systems administration experience is preferred.
  • Familiarity with telephone, office, and point-of-sale software is beneficial.
  • Strong customer service skills are essential.

Salary Range: The estimated salary for this position is $50,000 - $60,000 per year, dependent on location and experience.


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