IT Help Desk Specialist

IT Help Desk Specialist

Job Overview
NETS International, a leading provider of telecommunications and IT solutions, is seeking a motivated and customer-focused IT Help Desk Specialist to join our team. With over four decades of expertise, our company delivers customized solutions across various industries, and we are committed to excellence and customer satisfaction. This full-time remote role is a fantastic opportunity to become an essential part of our internal support structure. The successful candidate will be the first point of contact for technical assistance, ensuring the smooth and efficient operation of our IT systems for all employees.

Responsibilities
* Provide first-line technical support to end-users, responding to issues and queries via phone, email, and the ticketing system.
* Troubleshoot and resolve hardware, software, and network connectivity problems in a timely and professional manner.
* Log, prioritize, and meticulously track all incidents and service requests in the help desk system.
* Install, configure, and maintain desktops, laptops, peripherals, and company-approved applications.
* Escalate unresolved or complex issues to senior IT staff, providing detailed information for further investigation.
* Assist with user account management, including password resets, permissions, and new user setups.
* Develop and maintain technical documentation and user guides for our internal knowledge base.
* Contribute to a positive and supportive team environment focused on delivering exceptional customer service.

Qualifications
* Proven experience in a similar IT help desk or technical support position.
* Strong knowledge of Microsoft Windows operating systems and the Office 365 suite.
* Familiarity with help desk ticketing software and remote support tools.
* Excellent problem-solving skills and the ability to diagnose technical issues effectively.
* Exceptional verbal and written communication skills with a customer-centric approach.
* Ability to work independently and manage multiple priorities in a fast-paced environment.
* Relevant IT certifications, such as CompTIA A+ or ITIL Foundation, are highly desirable.

What We Offer
* A competitive hourly wage of $28 - $33 USD per hour.
* A permanent, Full-Time and Part-Time position.
* The opportunity to grow your career within a leading international organization in the telecommunications and IT sector.
* A collaborative and professional work environment.