Helpdesk Specialist III
Join a dynamic support team dedicated to empowering internal employees with top-tier technical assistance! As a Helpdesk Specialist III, you will be the frontline of support, delivering expert troubleshooting and exceptional service in a fast-paced environment. This is your opportunity to leverage your technical prowess and communication skills to make a meaningful impact during critical operational peaks—especially during tax season—while working remotely in Tucson, AZ.
What You’ll Do:
- Provide in-depth technical troubleshooting for software, connectivity issues, and system access for remote staff.
- Log, monitor, and escalate incidents using the ServiceNow platform to ensure quick resolution and minimal downtime.
- Collaborate with cross-functional teams to resolve complex issues and streamline processes.
- Maintain high customer satisfaction by delivering professional, empathetic support across multiple channels—including phone, chat, and Slack.
- Manage small projects focused on improving support workflows and system efficiency.
- Communicate effectively with users of all technical backgrounds, translating jargon into understandable solutions.
- Support weekend shifts from December through April during peak tax season, with flexibility to adapt as needed.
Required Skills:
- Exceptional customer service skills and the ability to support users with diverse technical backgrounds.
- Strong problem-solving skills with the ability to diagnose obscure issues within complex, distributed systems.
- Diligence, alertness, and the capacity to manage multiple incoming issues simultaneously.
- Self-motivated with a proactive approach to taking on tasks without prompting.
- Adaptability to a continually evolving environment.
- Proficiency supporting a broad spectrum of end-user issues.
- Excellent collaboration skills—able to seek help, engage support teams, and work efficiently in a team setting.
- Outstanding communication skills, with a talent for translating technical information into understandable language.
- Customer obsession with a focus on follow-through and completing support inquiries effectively.
Nice-to-Have Skills:
- Experience in help desk, contact center, or end-user technical support roles (e.g., Geek Squad, Genius Bar).
- Familiarity with supporting applications via asynchronous communication channels.
- Ability to partner with developers and engineers to resolve application-related issues.
- Knowledge of Knowledge Centered Support (KCS) practices, documentation, and process improvement.
- Hands-on experience with technologies such as Salesforce, VOIP, Interactive Intelligence, IVR, Multi-factor Authentication, Slack, ServiceNow, video conferencing, remote desktop, and similar tools.
Preferred Education & Experience:
- Prior experience in technical support roles supporting remote or onsite users.
- Demonstrated success in managing customer-facing break/fix issues within contact center environments.
- Familiarity with ticketing and incident management systems.
Other Requirements:
- This position is W2 only.
- Work extended support hours, including weekends during peak seasons (December-April).
- Flexibility to adapt to varying workloads and shifting priorities.
Elevate your technical support career by joining a team that values expertise, customer service, and continuous improvement. If you’re passionate about solving technical challenges and delivering exceptional support during critical times, we want to hear from you!
