IT Support Desk Professional

Description

Central Business Systems, Inc. is seeking a dedicated and customer-focused Support Desk professional to join our team. This role is high-visibility as it serves as the primary point of contact for client support needs. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving technical issues and ensuring client satisfaction.

Key Responsibilities

Serve as the first point of contact for incoming client support requests via phone, email, or ticketing system.

Respond promptly to alerts and incidents reported by monitoring tools or clients.

Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.

Escalate complex issues to appropriate technical teams while maintaining ownership of client communication.

Document all support activities, resolutions, and client interactions accurately in the ticketing system.

Provide guidance and education to clients on best practices and system usage.

Collaborate with internal teams to improve processes and enhance client experience.

Requirements

Qualifications

Education: Degree in Information Technology, Computer Science, or related field (or equivalent experience) preferred, but not required.

Experience: 1-2 years in a technical support or help desk role.

Experience with ticketing systems and remote troubleshooting tools.

Technical Skills: Basic knowledge of Windows and/or macOS environments.

Familiarity with networking fundamentals (TCP/IP, DNS, VPN).

Strong problem-solving and analytical abilities.

Excellent verbal and written communication skills and ability to manage multiple priorities in a remote setting.

Preferred Qualifications

Certifications such as CompTIA A+, Network+, or similar.

Experience with cloud platforms (Microsoft 365, Google Workspace) and remote support tools.