Application Helpdesk Specialist - Remote

Overview

The Application Helpdesk Specialist provides technical assistance and support related to computer applications, assisting with onboarding and offboarding technical support, reporting, and process improvement.

In Short

• Serve as the first point of contact for end users seeking application support.
• Resolve helpdesk tickets promptly and courteously.
• Troubleshoot Encompass and application software problems.
• Provide end-user guidance on software features and functionalities.
• Document troubleshooting steps and solutions in the helpdesk system.
• Collaborate with cross-functional teams to improve user experience.
• Create and maintain knowledge base articles and FAQs.
• Escalate issues according to support processes.
• Identify training opportunities and submit recommendations.
• Assist IT Helpdesk with employee onboarding and general support tickets.

Requirements

• One year of Application Helpdesk experience required.
• Experience with Encompass required.
• Experience with Zendesk preferred.
• Proven ability to prioritize and multi-task.
• Solid time management skills.
• Ability to analyze problems and apply problem-solving skills.
• Proven customer service and communication skills.
• Working knowledge of ticketing systems.
• Proficient with Microsoft Office 365.

Benefits

• Collaborative team environment.
• Casual dress code.