Help Desk Specialist - Remote

Overview

This position involves providing exceptional IT support as a Help Desk Specialist, acting as a primary point of contact for users while working in a fully remote environment.

In Short

• Provide Tier I, II, and III multi-channel Help Desk support for users and stakeholders.
• Troubleshoot bugs and defects, ensuring application functionality and performance meet requirements.
• Collaborate with Agile teams, participating in daily stand-ups and sprint activities.
• Triage and prioritize requests, escalating issues to leadership when necessary.
• Support the development of monthly, weekly, and ad hoc reports, including inquiry trend analysis.
• Test and validate user stories, tasks, and bugs during and after sprints.
• Maintain and improve Standard Operating Procedures (SOPs) and contribute to knowledge management systems.
• Respond to stakeholder inquiries promptly, professionally, and accurately.

Requirements

• Technical skills in IT support.
• Ability to thrive in a fast-paced, Agile environment.
• Strong problem-solving skills.
• Attention to detail.
• Experience with multi-channel support.
• Ability to manage multiple priorities.
• Experience in reporting and documentation.
• Collaboration skills with development and Scrum teams.

Benefits

• Fully remote role.
• Opportunity for professional growth.
• Impactful contributions to IT support.