Software Licensing Help Desk Specialist

Empower AI Inc. is seeking a Software Licensing Help Desk Specialist to support software licensing operations in a fully remote environment. In this role, you will be the point of contact for licensing-related service requests, help coordinate with stakeholders and resellers, and keep license keys and internal tools accurate as software contracts and entitlements evolve.

What You’ll Do

• Monitor the software licensing mailbox and respond to all incoming requests.
• Process licensing service requests while meeting set performance standards, ensuring required user, machine, and product details are complete and properly documented.
• Collaborate with end users to communicate software standards and support compliant licensing practices.
• Create, or assist with creating, software and asset management and change management requests to update standards or request exceptions for special requirements.
• Assist end user software requests by routing tickets to the appropriate stakeholders and partnering with resellers to obtain licensing information as needed.
• Coordinate with sites to capture details for complex software deliveries and ensure order resolution.
• Support troubleshooting and resolution of IT service request issues that arise from software orders.
• Develop and update internal tools used to manage software contracts as products on those contracts change.
• Maintain license keys and install packages for software, providing updates to both end users and enterprise software distribution groups.
• Provide license keys and install packages to end users and provisioning support personnel as required.

What You Bring

• Working knowledge of fundamental concepts, processes, practices, and procedures for technical assignments.
• Ability to perform tasks using practical experience and training, with work completed under supervision.
• Technical assistance experience for computer users.
• Ability to answer questions and resolve computer problems in person, by telephone, or electronically.
• Support experience related to computer hardware and software, including printing and installations.
• Proven ability to work independently in a full and/or partial remote setting with limited supervision, including the capability to supervise or lead others.
• Strong oral and written communication skills across all staff levels and with clients.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments, using practical experience and training to determine how to complete work.
• Remote work experience that reflects time management and self discipline, alongside a cultural change management and Agile mindset.

Remote Work and Physical Requirements

• Maintain a safe home workspace free from safety hazards and in line with information security policies.
• Communicate verbally via phone or video chat and write clearly and succinctly, primarily using a keyboard.
• Join meetings on camera with coworkers and government partners via video chat while protecting proprietary company and customer information consistent with information security expectations.
• Be able to view computer screens and sit for extended periods.
• Travel is not required.

Education and Experience

• High school diploma
• 0 - 5 years of experience

Location: Remote

Pay: USD 22 - 33 per hour