Helpdesk Specialist

Job Summary :

The Helpdesk Specialist provides Level 1 technical support to a user base of approximately 2,500 individuals through various channels, including phone, chat, email, and a ticketing system. The primary focus is on resolving issues at first contact, ensuring service reliability, and maintaining a high level of customer satisfaction.

Location : Goshen, New York, United States

Responsibilities :

• Handle daily request intake and provide Level 1 triage for common IT issues such as password resets, account problems, Office 365 questions, printer / connectivity issues, and other standard support categories.
• Maintain strict adherence to service level agreements (SLAs) related to call answer time, response time, average handle time (AHT), and first call resolution (FCR) targets.
• Follow structured troubleshooting workflows and utilize knowledge articles and standard operating procedures (SOPs).
• Escalate unresolved incidents to appropriate support groups with complete and accurate documentation.
• Identify recurring issues and report patterns to the Helpdesk Lead for trend analysis and remediation.
• Communicate professionally and courteously to foster trust and deliver a consistent support experience.
• Update tickets in real time, ensuring compliance with required fields and documentation standards.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :