IT Support Desk Professional

Central Business Systems, Inc. is seeking a dedicated and customer-focused Support Desk professional to join our team. This role is high-visibility as it serves as the primary point of contact for client support needs. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a proactive approach to resolving technical issues and ensuring client satisfaction.

Key Responsibilities

· Serve as the first point of contact for incoming client support requests via phone, email, or ticketing system.

· Respond promptly to alerts and incidents reported by monitoring tools or clients.

· Troubleshoot and resolve technical issues related to hardware, software, and network connectivity.

· Escalate complex issues to appropriate technical teams while maintaining ownership of client communication.

· Document all support activities, resolutions, and client interactions accurately in the ticketing system.

· Provide guidance and education to clients on best practices and system usage.

· Collaborate with internal teams to improve processes and enhance client experience.

Qualifications:

· Education: Degree in Information Technology, Computer Science, or related field (or equivalent experience) preferred, but not required.

· Experience: 1-2 years in a technical support or help desk role.

· Experience with ticketing systems and remote troubleshooting tools.

· Technical Skills: Basic knowledge of Windows and/or macOS environments.

· Familiarity with networking fundamentals (TCP/IP, DNS, VPN).

· Strong problem-solving and analytical abilities.

· Excellent verbal and written communication skills and ability to manage multiple priorities in a remote setting.

Preferred Qualifications:

· Certifications such as CompTIA A+, Network+, or similar.

· Experience with cloud platforms (Microsoft 365, Google Workspace) and remote support tools.