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Tier I/II Help Desk Specialist

Bridgeport, CT 06604

Posted: 03/13/2023 Industry: IT Job Number: 46811

Job Description

Our client is seeking a Tier I/II Help Desk Specialist for an exciting contract to hire scenario.  The Tier I/II Help Desk Specialist will be responsible for receiving, classifying, investigating, documenting and resolving staff technical support inquiries.  Inquiries that cannot be resolved at this level will be documented and passed to level II or III technicians. This position provides timely and useful technical assistance and advice on company and supported 3rd party applications and interacts with all internal departments.

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email, or in person.  Enter all inquiries into the helpdesk ticketing system with accuracy and consistency. Perform day-to-day duties of the Help Desk which includes creating tickets and completing initial troubleshooting and support of issues.
  • Ask pertinent questions about customer issues, document issues completely, and deliver timely resolutions through diagnostic and troubleshooting techniques. 
  • Meet the SLAs set for ticket management.
  • Assign tickets to other support groups in escalation as appropriate.
  • Follow up with customers as needed to verify that problems have been resolved to the customer’s satisfaction.
  • Manage active directory users.  Create / Update / Delete users for Active Directory and Office 365.
  • Develop and deliver training on supported applications as needed (i.e., MS Teams, O365, UMS, BCRM)
  • Manage laptops and desktops.  Build / troubleshoot and repair laptops and desktops for internal personnel.
  • Perform other related duties as assigned or requested.

  • 1+ year of Help Desk experience.
  • 1+ year of working knowledge of helpdesk ticketing systems.
  • Tech savvy with working knowledge of computer systems, mobile devices, and other technology applications.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency with Microsoft Office 365 applications.
  • Strong customer service skills with an ability to communicate effectively on technical topics with non-technical customers.
  • Ability to communicate and work productively with other technicians and staff of various backgrounds and positions.
  • Ability to multi-task and follow through with tasks to completion.
  • Strong troubleshooting skills.
  • Previous experience with enterprise CRM systems, such as BBCRM.
  • $20-$22/hr
Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

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Just like with our clients, we build our process to meet each individual candidate s needs. Our recruiters take the time to listen to your career goals and ambitions, then work one-on-one with you to help place you in a company that provides the best professional fit.


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