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Department(s): User Support
Position Type: Full-Time
Office Location(s): Roatan | Honduras

Job Overview

A Helpdesk Specialist is responsible for providing technical support and assistance to end-users who are experiencing technical issues with their computer systems, software applications, or other technology-related problems. They are responsible for troubleshooting and resolving technical issues, answering questions, and providing guidance to users. Helpdesk Specialists may work in a variety of settings, including corporate offices, government agencies, educational institutions, and healthcare facilities. They must have excellent communication skills, be able to work well under pressure, and have a strong understanding of computer systems and software applications.

Duties & Responsibilities

  • Respond to and resolve technical issues reported by end-users via phone, email, or in-person
  • Provide excellent customer service and support to ensure user satisfaction
  • Troubleshoot hardware and software problems, including desktops, laptops, printers, and mobile devices
  • Install, configure, and maintain software applications and operating systems
  • Create and manage user accounts and access permissions
  • Monitor and maintain network and server systems to ensure optimal performance
  • Document and track all support requests and resolutions in a ticketing system
  • Collaborate with other IT staff to resolve complex issues and implement new technologies
  • Train end-users on software and hardware usage and best practices
  • Stay up-to-date with emerging technologies and industry trends to provide the best possible support to end-users.

Education & Training

  • Associate's degree in computer science or related field.

Knowledge, Skills & Experience

  • Strong knowledge of computer hardware, software, and networking systems
  • Excellent problem-solving and troubleshooting skills
  • Experience in providing technical support to end-users via phone, email, or in-person
  • Ability to prioritize and manage multiple tasks in a fast-paced environment
  • Familiarity with ticketing systems and remote desktop tools
  • Effective communication and customer service skills
  • Knowledge of Active Directory and Microsoft Office Suite
  • Experience in documenting and maintaining technical procedures and knowledge base articles.

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