IT Helpdesk Technical Specialist

Job Description

Fixify is seeking an IT Helpdesk Technical Specialist to provide frontline technical support and ensure seamless operations for its customers. The candidate will collaborate with customer IT teams, internal stakeholders, and fellow analysts to diagnose issues, implement solutions, and optimize processes.

Responsibilities include:

• Delivering hands-on technical support for end-users.
• Diagnosing and troubleshooting IT problems across various systems.
• Collaborating with Engineering to develop IT automation workflows.
• Maintaining accurate records in ticketing systems like Jira and ServiceNow.
• Working cross-functionally with IT teams to improve processes.
• Participating in shift rotations covering 24/7/365 support.

Requirements include:

• Experience in Google Workspace, Microsoft 365, and Slack troubleshooting.
• Strong knowledge of Windows & macOS support and issue resolution.
• Experience using Jira, ServiceNow, or FreshDesk.
• Familiarity with TCP/IP, common protocols, and network troubleshooting.
• Understanding of user provisioning and access security.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.
• A proactive mindset and the ability to prioritize and problem-solve under pressure.
• 2+ years of experience in an IT support role, preferably in a helpdesk environment.

The role offers:

• Opportunity to enhance IT support through automation.
• Exposure to various IT technologies and platforms.
• A collaborative and supportive work environment at Fixify.