Remote Help Desk Specialist

Summary

Join Highspot's India team as a Help Desk Specialist to provide technical support to end users via email/chat/video conference. The successful candidate will troubleshoot and resolve technical problems utilizing effective tracking and monitoring tools, serve as the first point of contact for troubleshooting hardware and software issues across all computer systems, and ensure full and accurate details of all interactions are recorded into a case management system.

Requirements

• 5+ years Technical Help Desk experience required
• Experience troubleshooting and repairing Apple MacBook Pros, and peripherals
• Proficiency in Mac operating systems required
• Proficiency in Windows operating systems required
• Ability to use basic networking troubleshooting tools required
• Extensive knowledge of Okta, Jamf, and G Suite required

Responsibilities

• Provide day-to-day technical assistance and support for incoming queries and issues related to Mac systems, software, and hardware
• Respond to queries via the ticketing system or in person as applicable
• Install, modify, and repair computer hardware and software
• Be responsible for initial machine setup and configuration along with onboarding/offboarding
• Resolve technical problems with Local Area Networks (LAN), WiFi, and other key systems
• Follow up with internal customers to ensure issues have been resolved
• Maintain technology repair and spare parts inventory as necessary
• Create and maintain written knowledge based articles
• Configure, install and troubleshoot A/V within various office conference rooms
• Manage the deployment, monitoring, maintenance, upgrade, and support of organization enterprise systems, hardware and software, and desktop/Mac/PC systems

Preferred Qualifications

Knowledge of MSFT Office Suite for Mac preferred

Benefits

Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company