Helpdesk Specialist

2 weeks ago

Seattle, Washington, United States EOS Full time
Job Title: Helpdesk Specialist

Job Summary:

EOS IT Solutions is seeking a highly skilled Helpdesk Specialist to join our team. As a Helpdesk Specialist, you will play a critical role in ensuring the smooth operation of our organization's IT infrastructure. You will be responsible for providing technical support to our internal and external stakeholders, resolving issues promptly, and maintaining a high level of customer satisfaction.

Key Responsibilities:

  • Process laptop replacement queues efficiently.
  • Provide first-point-of-contact support through various channels, including ITSM ticketing platforms, Slack support channels, and in-office walk-up support.
  • Respond to common technical difficulties, training, and guidance requests from users involving desktop/laptop hardware and software/applications.
  • Monitor and action ITHELP Jira queues as directed by the Global Service Desk.
  • Perform software provisioning and deprovisioning within scope/access constraints.
  • Adhere to standard escalation processes for IT tickets.
  • Follow standard ticket handling practices as directed by the Global Service Desk.
  • Administer Slack and Google Workspace within role access constraints.
  • Laptop imaging and setup for new and existing employees.
  • Ensure Standard Operation Principles (SOPs) are followed, and all processes adhere to EOS company policy/standards.
  • Primary ownership of cadenced office desk workspaces for peripheral testing, replacement, and general tech readiness.
  • Other IT/Helpdesk support as needed.

Requirements:

  • Technical certification or bachelor's degree in an IT-related field preferred.
  • Ability to communicate and write proficiently in a corporate environment.
  • 3-6+ years of proven experience in a helpdesk or technical support role in an enterprise-level environment.
  • Strong understanding of Apple operating systems, software applications, and network systems.
  • Excellent problem-solving and communication skills.
  • A commitment to providing exceptional customer service.
  • Ability to work independently and in a team-oriented environment.
  • Familiarity with IT service management (ITSM) and helpdesk software is a plus.

About EOS:

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor.

Pay Range: $36—$40 USD

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