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IT Helpdesk Specialist

hace 2 meses

Cádiz, Cádiz, España Mass Markets A tiempo completo

Job Title: IT Helpdesk Specialist

Job Type: Full-Time

Location: On-site

About Us: Mass Markets is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Job Summary: We are seeking a skilled IT Helpdesk Specialist to join our IT support team. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.

Responsibilities:

  • Provide first-level technical support to end-users via phone, email, or in-person.
  • Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
  • Walk users through step-by-step solutions and provide timely resolutions.
  • Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
  • Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
  • Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
  • Collaborate with IT teams to ensure the overall health and security of IT systems.
  • Maintain accurate records of user issues, resolutions, and troubleshooting steps.
  • Update knowledge base articles and documentation to facilitate future issue resolution.
  • Provide basic training to end-users on IT systems, applications, and best practices.
  • Create and distribute user guides and instructional materials as needed.
  • Utilize remote desktop tools to provide support to off-site users.
  • Assist users with virtual private network (VPN) connectivity and remote access.
  • Assist in the deployment and configuration of new hardware and software.
  • Install, upgrade, and configure software applications as needed.
  • Promote and enforce IT security best practices among end-users.
  • Educate users on phishing threats, password management, and other security concerns.

Requirements:

  • Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
  • CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not required.
  • Proven experience in an IT helpdesk or technical support role.
  • Strong knowledge of hardware, operating systems, and commonly used software applications.
  • Proficiency in Excel, Five9, and other Data Processing tasks.
  • Demonstrated ability with basic networking, and telephony.
  • Demonstrated ability to research, plan, document, and execute complex tasks/projects.
  • Excellent written and oral communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent work ethic and dedication.

Compensation: We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

Physical Requirements: This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.