Remote Help Desk Support Specialist

We're seeking technically competent candidates to join our team as Help Desk Support Specialists. The selected candidates will be trained to use our designated ticketing system and handle basic Tier-1 support and troubleshooting tasks, including password resets, printer configurations, break / fix instructions, and student service support related to registration, admissions, payments, and more..

Responsibilities :

Answer, evaluate, and prioritize incoming telephone, email, and chat requests from users experiencing issues with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).

Use resources such as knowledge bases, websites, and support channels as trained.

Handle student service inquiries related to Registrar, Admissions, Bursar / Student Accounts, and Financial Aid.

Recognize, research, isolate, resolve, and follow up on routine user problems, escalating more complex issues to higher tiers.

Conduct user interviews to collect information about problems and lead users through diagnostic procedures.

Follow call flow processes to ensure all required questions are asked.

Log and track all customer interactions in the ticketing system and maintain thorough records.

Prepare standard statistical reports, such as help desk incident reports.

Adhere to schedules published in the Workforce Management application and review frequently as business needs change

Skills :

Excellent communication and customer service skills

Strong active listening skills

Ability to build and foster customer rapport

Astute learner with competent troubleshooting skills

Ability to evaluate customer needs and determine appropriate options / procedures

Understanding of quality and performance metrics and their impact on the customer

Proficiency in Microsoft Operating Systems and Applications, hardware / software support

Previous help desk / call center experience is beneficial

Access to a consistent high-speed internet connection (25 Mbps or higher) without data caps

A quiet place to take phone calls without interruptions

Own a desktop or laptop with Windows 10 or higher (no Chromebooks or Macs)

Use own equipment including webcam during the first week of training

Download and install MFA software on personal mobile device for secondary authentication

Always on camera during interview, training, and meetings

Full attendance in mandatory training class

Confirmed availability for post-training schedules

If you are a tech-savvy individual with a passion for problem-solving and providing excellent customer service, we encourage you to apply for this exciting opportunity.

AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness.

All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws..

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The pay transparency policy is available here :

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Additional Skills

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