Experience level: Associate
Experience required: 4 Years
Education level: All education level
Job function: Information Technology
Industry: Accounting
Total position: 3
Relocation assistance: No
Visa sponsorship eligibility: No
The company is a leading provider of tax preparation software to both professional tax preparers and individual digital do-it-yourself (DIY) filers, is seeking a highly motivated individual with strong troubleshooting and communication skills to fulfill the Helpdesk Support Specialist Tier I role in our IT/Helpdesk department.
The Helpdesk Support Specialist - Tier I will provide frontline technical support to internal end users via phone, chat support and internal helpdesk ticketing system, collaborating frequently with other Helpdesk Support Specialists and Systems Administrators to diagnose and resolve a variety of technical issues. Must be able to work both independently and in a team environment. The ideal candidate will possess a relevant degree in the technology field or a minimum of two years equivalent work experience.
Please note that this position requires rotating weekend shifts. Scheduling is subject to change based on business need.
Responsibilities:
Conduct IT guided user onboarding sessions using provided onboarding checklist for new contractors and employees.
Provide exceptional support to new contractors and employees via Zoom Workplace platform during self-service user onboarding sessions.
Provide exceptional frontline support to established contractors and employees via phone and internal helpdesk portal with a positive, professional attitude.
Gather information from end users to accurately diagnose and resolve common technical issues.
Escalate complex or unresolved issues in a timely manner as appropriate.
Analyze reported issues to determine potential issue severity and scope; report to Helpdesk Manager and IT Systems Director as needed.
Accurately document relevant details surrounding end user requests and issue resolution within support tickets submitted via internal helpdesk portal.
Perform other related duties as assigned or requested.
Screening questions
1.) What ticketing systems have you used in the past (e.g., HappyFox, ServiceNow, Zendesk, Jira), and how do you ensure your ticket documentation is useful for the rest of your team?
2.) This role supports users primarily during Central and Eastern Time business hours, which requires starting as early as Insert Start Time, e.g., 7:00 AM or 8:00 AM EST. And During Peak seasonal hours would require some days working until 8pm. Given your location in, are you fully comfortable and available to consistently work these hours?
3.) This position will require every other weekend hours. Are you comfortable with this and have you worked weekends before.
4.) Please describe what type of calls you are accustom to taking and what is your approach to resolving the issue?
5.) This role will require weekend work starting in January. Are you open to working weekend shifts when required
6.) What is the candidate's full legal name?
7.) What is candidate's desired hourly pay rate?
8.) Please provide the link to candidates LinkedIn profile:
9.) Where is the candidate located?
10.) Is the candidate legally authorized to work in the US for any employer?
11.) Will the candidate now or in the future, require immigration sponsorship for work authorization (for example, H-1B status)?
