Nantucket Family Counseling · 1 day ago
Helpdesk Assitant ( Chat Email Call )
United States
Full-time
Remote
Entry Level
$40/hr - $45/hr
1+ years expNantucket Family Counseling is seeking a motivated, customer-oriented Helpdesk Assistant to join their IT team. The role involves providing fast and effective technical support to employees or customers via phone, email, and chat, while ensuring high levels of customer satisfaction and timely ticket resolution.
Responsibilities
Serve as the first point of contact for end-users seeking technical assistance, responding to inquiries promptly via phone calls, email, and live chat platforms
Diagnose and resolve technical problems with hardware (computers, printers, peripherals) and software (OS, applications, office tools)
Perform user account administration, including password resets, creating/disabling accounts, and verifying user identity
Log all customer interactions, troubleshoot steps, and resolutions in the ticketing system (e.g., Jira, ServiceNow, Zendesk) to maintain accurate records
Identify complex issues that cannot be resolved at Tier 1 and escalate them to senior technicians or specialized teams
Utilize remote-control tools to assist users with software installation, configuration, and troubleshooting
Ensure timely resolution and follow up with users to confirm their issues are resolved to their satisfaction
Assist in creating and updating FAQs, user guides, and internal knowledge base articles
Qualification
Required
High school diploma or equivalent required
1+ years of experience in customer service, IT support, or a helpdesk environment
Working knowledge of Windows 10/11 and macOS
Microsoft 365
Google Workspace
Basic understanding of LAN/VPN connectivity
Exceptional verbal and written communication skills
Ability to explain technical concepts to non-technical users
High patience level
Excellent organizational skills
Ability to multitask in a fast-paced environment
Preferred
Associate degree in IT, Computer Science, or related field
Benefits
Comprehensive medical, dental, and vision insurance.
Paid vacation, sick leave, and paid holidays.
401(k) or similar retirement plan.
Professional development assistance and tuition reimbursement.
Potential for hybrid or remote work arrangements.
Company
Nantucket Family Counseling
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase