Help Desk Specialist
hace 4 semanas
Fulcrum Digital is a leading business platform and digital engineering services company. We partner with global companies from diverse industries: fintech, insurance, higher education, and e-commerce.
We are looking for a proactive and detail-oriented Help Desk Engineer to provide excellent over-the-phone and remote technical support. The ideal candidate will be responsible for resolving technical issues, managing system builds, and providing support across a variety of devices, applications, and systems.
Key Responsibilities:- Deliver clear, confident, and concise technical support to users over the phone.
- Manage and resolve issues using our ticketing system to ensure timely responses and resolution.
- Troubleshoot and resolve issues related to MS Office, O365, Intune, Windows 10, mobile devices, laptop and desktop builds, anti-virus solutions, printer installation and troubleshooting, WIFI and network connectivity issues.
- Manage and maintain user accounts, permissions, and password resets.
- Assist users with VPN setup and remote access troubleshooting.
- Record and submit daily working hours accurately.
- Assist with basic network troubleshooting related to printers, routers, and wireless connectivity.
- Proven experience in over-the-phone technical support, with the ability to convey technical information clearly to non-technical users.
- Proficiency in MS Office, O365, Intune, and general troubleshooting of mobile devices and software.
- Hands-on experience with Windows 10, laptop/desktop builds, and anti-virus software.
- Strong knowledge of Helpdesk Ticket Systems.
- Experience managing Active Directory, VPNs, and basic network troubleshooting (WIFI, printers, etc.).
- Ability to work in a fast-paced environment, tracking time and documenting work thoroughly.
- Excellent communication skills with a strong customer-service focus.
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Relevant certifications (such as CompTIA A+, Microsoft Certified Professional) are a plus.
- Experience with Manage Engine Service Desk Plus.
- Basic knowledge of SQL for database queries or troubleshooting.
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