[Hiring] IT Help Desk Support @CEF Solutions Inc.

Role Description

The role is responsible for delivering timely and effective technical assistance by diagnosing, troubleshooting, and resolving common IT issues while ensuring a positive end-user support experience. Responsibilities include, but are not limited to:

• Responding to IT support tickets and user inquiries.
• Troubleshooting basic hardware, software, system access, network, and connectivity issues.
• Assisting users with password resets, account access, email, VPN, printers, and other common IT issues.
• Providing clear instructions and updates to end users.
• Accurately documenting the issue, troubleshooting steps, and resolution in the ticketing system.
• Escalating issues that cannot be resolved at the Level 1 support level to the appropriate IT support group.

Qualifications

• Minimum of 1–2 years of experience in an IT Help Desk, Service Desk, or Technical Support role, with hands-on experience troubleshooting and resolving end-user technical issues.
• Strong sense of responsibility, accountability, and commitment to delivering high-quality support in a timely and professional manner.
• Stable employment history reflecting a commitment to long-term career growth and professional development.
• Excellent verbal and written English communication skills, with the ability to effectively interact with both technical and non-technical end users.
• Strong organizational, time management, and ticket management skills, with the ability to prioritize and manage multiple support requests efficiently.
• Proven Level 1 IT troubleshooting skills, including the ability to diagnose and resolve common hardware, software, network, and system access issues.
• Ability to work independently with minimal supervision while maintaining a high level of professionalism, initiative, and sound judgment.
• Flexibility to work the assigned shift schedule and consistently meet operational and business support requirements.
• Strong interpersonal and collaboration skills, with the ability to integrate effectively into the client's team and contribute to a positive, customer-focused work environment.

Requirements

• CompTIA A+, ITIL® 4 Foundation, Microsoft Fundamentals (MS-900 or AZ-900), or equivalent certifications are preferred.

Work Arrangement

• Remote (work-from-home) role requiring availability to work one of the following assigned shifts to support business operations:
• 3:00 AM – 11:00 AM Eastern Time (ET)
• 10:00 AM – 6:00 PM Eastern Time (ET)