Role: Helpdesk Support Executive
Location: Charleston, WV
Key Skills: IT Helpdesk/deskside support, Windows, MacOS, remote deskside support
Experience: 02+ years
Mode of Hire: Full Time
REMOTE
Skills Required
- Provide remote deskside (virtual) technical support for users across various support options.
- Resolve hardware/software issues, respond to technical questions, and escalate incidents as necessary.
- Interact with end-users professionally and efficiently, providing excellent customer service.
- Follow standard operating procedures, privacy/security protocols, and incident tracking tools.
- Collaborate with the peers and Resolver groups to ensure timely resolution of issues and continuity of service.
- Attend and complete required training related to systems, privacy (FERPA/HIPAA), identity management, and data security. Requirements:
- 2+ years of experience in IT Helpdesk or deskside support (remote support experience preferred).
- Strong troubleshooting skills across Windows, macOS, mobile platforms, and common enterprise applications.
- Familiarity with ticketing systems, remote assistance tools, and virtual support technologies.
- Excellent communication skills, with a customer-focused and service-oriented mindset.
- Ability to follow established processes and documentation while maintaining high levels of confidentiality.
Preferred Qualifications:
- Prior experience supporting higher education institutions or similar regulated environments.
- Knowledge of FERPA, HIPAA, and other compliance frameworks related to higher education.
- Experience working with service-level agreements (SLAs) in a managed services context.