Firmex is hiring a
Service Desk Specialist

Summary

Join Firmex as a Service Desk Specialist and play a crucial role in keeping our team connected and productive by providing high-quality customer support through our ticketing system, email, or chat for end-users experiencing IT issues.

Requirements

• An Associate degree or technical certificate in IT, or equivalent experience
• 1-3 years in a Helpdesk or Desktop Support role
• Familiarity with Windows 10/11, macOS, mobile devices, printers, and basic network troubleshooting
• Proficiency with software deployment and remote troubleshooting tools
• Strong technical knowledge of hardware and software troubleshooting
• Excellent customer service and communication skills
• Ability to prioritize tasks and handle multiple incidents simultaneously
• Strong problem-solving skills with attention to detail
• Familiarity with IT ticketing systems and incident management best practices

Responsibilities

• Provide high-quality customer support through our ticketing system, email, or chat for end-users experiencing IT issues
• Be the person who swoops in to troubleshoot desktop, laptop, monitor, and office equipment issues!
• Log all support requests and resolutions accurately, ensuring timely follow-ups and status updates
• Excel in ticket documentation and resolution, ensuring every ticket is handled with care. Contribute to our knowledge base, creating helpful articles and guidelines for both IT staff and end-users
• Communicate complex issues to senior staff while maintaining ownership of the ticket until resolution
• Diagnose and resolve hardware and software issues like a pro, ensuring quick and efficient solutions
• Install, configure, and troubleshoot common software applications to keep everyone running smoothly. Assist employees with work-related mobile phone issues, including BYOD device enrollment in our Mobile Device Management (MDM) system
• Help configure and deploy IT hardware, ensuring everything is set up and functioning perfectly
• Work closely with other teams, vendors, and support partners to facilitate problem resolution and meet service-level requirements. Provide empathetic, patient, and efficient support, ensuring a high level of customer satisfaction with every interaction