Helpdesk Support Specialist

1 week ago


Irving, Texas, United States Resource Informatics Group Full time
Job Title: Helpdesk Support

We are seeking a highly skilled and experienced Helpdesk Support professional to join our team at Resource Informatics Group.

Job Summary:

The Helpdesk Support is responsible for delivering exceptional technical support to internal and external stakeholders, ensuring effective communication and issue resolution across language barriers.

Key Responsibilities:
  • Provide technical support for incoming queries and issues related to applications supported by the team, by troubleshooting, diagnosing causes, and providing solutions.
  • Manage customer inquiries and maintain organized records in the ticketing system.
  • Respond promptly to customer inquiries and follow up on customer interactions.
  • Prepare and distribute customer activity reports and maintain customer databases.
  • Communicate and coordinate with internal departments and provide feedback on the efficiency of the customer service process.
  • Translate system and application documents in both English and Japanese.
Requirements:
  • Bachelor's degree in computer science or related field.
  • 1-2 years' experience in IT support or related field.
  • Basic computer skills, Microsoft Outlook/E-mail capability, and MS-Office Capability (Word, Excel, and PowerPoint).
  • Prior experience in troubleshooting technical issues, experience with server such as Linux and Windows, and knowledge/hands-on experience on IT networking and scripting.
Essential Functions:
  • Direct requests and unresolved issues to the designated resource.
  • Organize workflow to meet customer timeframes.
  • Record details of inquiries, comments, and complaints.
  • Record details of actions taken.

This role requires a strong customer service mindset, the ability to analyze systems and customer needs, and plans to provide specialized business solutions and make recommendations to improve efficiency.

The schedule for this role is on rotation, with Shift 1 from 8:00am to 5:00pm and Shift 2 from 11:00am to 8:00pm (Monday to Friday). Some amount of flex time, overtime, or scheduled weekend work will also be required to meet business needs.



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