Intermediate Help Desk Specialist

This role provides first-tier technical support for technology-related issues, supporting customers through troubleshooting, ticket documentation, and escalation when needed. The position focuses on accurate problem solving, maintaining current knowledge of product offerings and support policies, and helping ensure a reliable customer experience onsite in Texas.

Key Responsibilities

• Provide first-tier support for technology related issues.
• Enter call data and trouble ticket reports into the database.
• Track ticket status to ensure unresolved cases are escalated to the appropriate individual according to established guidelines and procedures.
• Acquire and maintain current knowledge of relevant product offerings and support policies to deliver technically accurate solutions to customers.
• Attend training sessions and assist in training workshops.
• Participate in team projects that improve the quality or efficiency of help desk service.
• Assist with special product-related issues as needed.
• Maintain a high level of client trust and confidence through demonstrated concern for client needs and responsible use of group knowledge.
• Enhance support methods and communication skills through coaching feedback and other developmental approaches.

Required Qualifications

• High School Diploma or equivalent is required.
• Three to five years of experience in computer systems, IT support, or an IT help desk environment is required.
• Excellent customer service and interpersonal skills, including telephone etiquette and the ability to use customer service standards and follow guidelines while helping others interpret policy.
• Thorough understanding of the trouble ticket process, along with strong organizational skills.
• Strong oral and written communications skills for both technical and non-technical audiences.
• Competence in correct English usage, grammar, spelling, punctuation, and arithmetic.
• Familiarity with modern office methods, practices, procedures, equipment, and filing systems, including business letter writing.
• Ability to communicate tactfully and effectively verbally and in writing while maintaining effective work relationships.

Preferred / Desirable Knowledge

• Basic understanding of telecommunications, network, and desktop knowledge is highly desirable.
• Experience with PBX, voice mail, and peripheral devices is highly desirable.
• Experience with AIX, Microsoft Exchange, Microsoft Explorer, Microsoft Windows, and Mac Operating Systems (OS) is highly desirable.
• Experience with Microsoft M365 and Teams is highly desirable.
• Knowledge of Ethernet, TCP/IP, and IP is highly desirable.

Technologies

• PBX
• Voice mail
• Peripheral devices
• AIX
• Microsoft Exchange
• Microsoft Explorer
• Microsoft Windows
• Mac Operating Systems (OS)
• Microsoft M365
• Teams
• Ethernet
• TCP/IP
• IP

Compensation & Location

• Location: Texas (onsite)
• Salary Range: USD 48,000 - 54,650 per year

Insperity provides a reasonable compensation range for each posted role in accordance with applicable pay-transparency laws. Actual compensation is influenced by job-related factors, including skills, experience, and geographic location. The compensation range for this position, representing the pay span across all locations where this role may be filled, is 48,000 - 54,650.

Benefits

• Generous paid time off
• Top-tier medical
• Dental and vision benefits
• Health & wellness support
• Paid volunteer hours